Complaints Procedure
If something has gone wrong, we want to know. This sets out how to tell us, what we will do about it, how long it will take, and who else you can go to.
Version 1.2, August 2026
We welcome your feedback
We want to provide you with the best possible care and service. If you are unhappy with any aspect of your treatment or your experience at the practice, please let us know. Your feedback helps us to understand what went wrong and how we can improve.
You will not be disadvantaged in any way because you have made a complaint.
Complaints at QueensWood are handled by our Practice Manager.
How to complain
You can make a complaint in any of these ways.
- In person, to a member of our reception team or any other member of staff
- By telephone, on 01837 516645
- By email, to info@queenswood.dental
- In writing, to QueensWood Dental Clinic, Wood House, South Tawton, Devon EX20 2LS
You can complain yourself, or ask someone to complain on your behalf. If someone is complaining for you, we may need your consent before we can discuss confidential information about your care.
You do not have to put your complaint in writing. We will give you reasonable help if you have difficulty making a complaint, including with accessibility, communication or language needs.
Complaints about your personal data
You have the right to raise concerns about how your personal data is collected, used, stored or shared. Any complaint about data protection is taken seriously and handled in line with the UK GDPR and the Data Protection Act 2018.
What happens after you complain
We follow these steps with every complaint we receive.
Step 1. We receive your complaint
Whoever takes your complaint passes it to the Complaints Lead as soon as possible.
Step 2. We acknowledge it within three working days
We tell you who is handling your complaint and how to contact them.
Step 3. We make an initial assessment
The Complaints Lead reviews what you have told us, identifies any immediate risks or concerns, decides whether we need more information from you, and agrees the scope of the investigation.
Step 4. We investigate
We review the relevant records, documentation and staff accounts, and seek clinical advice where that is appropriate. We may contact you if we need to clarify anything.
Step 5. We keep you updated
If we cannot finish within ten working days, we tell you why and keep you updated regularly until the complaint is concluded.
Step 6. We give you our findings in writing
Our written response sets out what we found, an apology where one is owed, what we have learned, and what we have done or plan to do about it.
Step 7. We tell you how to take it further
If you are still unhappy, we tell you which independent organisations can review your concerns.
Step 8. We learn from it
Every complaint goes through our governance process, so we can spot patterns and improve the service.
We treat your complaint confidentially and with respect. Where it would help, we may offer you a meeting or a telephone conversation to resolve things.
How long it takes
We aim to deal with complaints as quickly as we can.
When we acknowledge your complaint, we will discuss how we intend to investigate it and when you can expect our response. If we need longer than we expected, we will tell you and explain why.
Our records
We keep a record of every complaint, the investigation, the outcome and anything we have changed as a result.
Taking your complaint elsewhere
We hope you will use our own complaints procedure first. It gives us the best chance of putting right whatever has gone wrong, and of improving the practice.
That does not affect your right to complain to an independent body, either because you do not feel able to raise it with us or because you are unhappy with the outcome of our investigation. QueensWood is a private practice, so the organisations below are the ones open to you.
The Dental Complaints Service
The Dental Complaints Service handles complaints from private dental patients. Telephone 020 8253 0800, Monday to Friday, 9am to 5pm. Website dcs.gdc-uk.org.
The General Dental Council
If your concern is about the professional conduct or fitness to practise of a dental professional, you can contact the GDC. Website contactus.gdc-uk.org.
The Care Quality Commission
The CQC does not get involved in individual complaints made to a practice, but it does encourage you to give feedback about your care. You can do that at cqc.org.uk/give-feedback-on-care or by telephoning 03000 616161, Monday to Friday, 8.30am to 5.30pm, excluding bank holidays.
If you would rather talk to us first
Ring the practice on 01837 516645 or email info@queenswood.dental. We would much rather hear from you than not.