Complaints

We want every patient to be happy with the care and service they receive at Walton Park Dental Practice. If something hasn’t gone right, please let us know. We take every complaint seriously and use your feedback to improve. Raising a concern will never affect the care you receive from us.

How to raise a concern

Many problems can be sorted out quickly by speaking to a member of our team. If you would like to make a formal complaint, you can contact us:

• In person at reception

• By phone: 01932 220449

• By email: info@waltonparkdental.co.uk

• By post: Walton Park Dental Practice, 2a Walton Park, Walton-on-Thames, Surrey, KT12 3ET

Complaints are handled by Jason & Hugo Drewett, Practice Owners. Please get in touch as soon as you can. Complaints should normally be made within 12 months of the event, or within 12 months of you becoming aware of the problem.

What happens next

• We will acknowledge your complaint within 3 working days.

• We will look into it fairly and may contact you for more information.

• We will send you a full response within 20 working days. If we need more time, we will let you know why.

You are welcome to meet with us to discuss your concerns at any stage. If you are complaining on behalf of someone else, we will need their written permission. All complaints are handled in confidence.

If you are not happy with our response

NHS patients can contact the NHS commissioner instead of the practice (but not both at the same time):
South East Complaints Hub (NHS Frimley ICB) – 0300 561 0290 – Frimleyicb.southeastcomplaints@nhs.net
If you are still unhappy, you can contact the Parliamentary and Health Service Ombudsman – 0345 015 4033 – www.ombudsman.org.uk

Private and Denplan patients can contact the Dental Complaints Service for free, impartial help:
020 8253 0800 (Monday to Friday, 9am to 5pm) – dcs.gdc-uk.org

The Care Quality Commission (CQC) regulates dental practices in England. It does not investigate individual complaints, but you can share your experience of care with it:
03000 616161 – www.cqc.org.uk/give-feedback-on-care