Complaints Policy
1. Our Commitment
At Hilton Dental Clinic, we strive to provide excellent care and service. However, if you are dissatisfied with any aspect of your experience, we encourage you to raise your concerns. We take complaints seriously and aim to resolve them promptly and fairly.
2. Making a Complaint
You can make a complaint via any of the following methods:
- Email: info@hiltondentalclinic.co.uk
- Phone: 0115 923 2907
- Post: 1 Hilton Crescent West Bridgford Nottingham NG2 6HT
- In person at the reception desk
If your complaint is made in person or over the phone, we will offer to refer you to the practice manager or a senior team member as soon as possible.
3. What to Expect
We will:
- Acknowledge your complaint within 3 working days
- Investigate the matter thoroughly and fairly
- Respond with an explanation within 10 working days, where possible
- Keep you informed if more time is needed
- Document and review complaints as part of our quality assurance
4. Clinical Complaints
If your complaint relates to clinical care or associated fees, we will refer it to the appropriate clinician unless you request otherwise.
5. Support and Accessibility
We are committed to supporting all patients in submitting complaints. If you require assistance due to language, disability, or confidence, please let a member of our team know and we will help you.
6. Learning from Feedback
All complaints are logged, reviewed, and discussed internally. We use the feedback to improve our services and avoid repeat issues. Serious incidents or trends are escalated and addressed at our clinical governance meetings.
7. Further Action
If you are not satisfied with the outcome, you may escalate your complaint to the relevant body below:
For Private Treatment:
The Dental Complaints Service
Tel: 08456 120 540
Website: dentalcomplaints.org.uk
For NHS Treatment:
NHS England
PO Box 16738, Redditch B97 9PT
Tel: 0300 311 2233
Email: england.contactus@nhs.net
Professional Regulation:
General Dental Council
37 Wimpole Street, London, W1G 8DQ
Website: gdc-uk.org
8. Contact
If you have a concern or would like to raise a complaint, please contact us:
Email: info@hiltondentalclinic.co.uk
Phone: 0115 923 2907
Address: 1 Hilton Crescent West Bridgford Nottingham NG2 6HT