Complaints Policy Procedure at Midsomer Dental Care

It is our aim to ensure that we meet your expectations with the services we provide. If you are not entirely satisfied with them, please let us know as soon as possible to allow us to resolve your concerns promptly.

We have an effective complaints procedure in place to make sure that all complaints are fully investigated.

The person responsible for dealing with complaints about our service is:
Dr Liz Fox – Practice Manager.

We will listen to your complaints on the telephone 01761 412366 or at the reception desk and offer to either resolve the issue immediately if possible or to refer you to Liz Fox. If Liz is not available at the time, we will take brief details of your complaint and let you know when you can talk to either her or the dentist concerned. If we cannot arrange this within a reasonable period or if you do not wish to wait to discuss the matter we will suggest you put the complaint in writing. We aim to resolve all verbal complaints within 24 hours.

If you choose to complain in writing your letter/email will be passed on immediately to Liz Fox.


If your complaint is about any aspect of clinical care or associated charges, these will be referred to your dentist, unless you do not want us to do so.

Liz will acknowledge your complaint in writing, via email or letter, within three working days. She will investigate the complaint thoroughly; involving the treating dentist if there is one or the Lead Clinician if it concerns a general clinical matter.

Liz will inform you of the outcome of the investigation and to offer solutions if appropriate.

The letter of explanation will be sent/emailed to you within ten working days.

We will keep comprehensive records of your complaint and investigation.

If you are not satisfied with the result then a further complaint may be made to:

NHS Complaints:
1) NHS England at
PO Box 16738
B97 9PT

OR 2) Our Local Commissioning Group.
Primary Care Commissioning (Bath, Glos, Swindon & Wilts) – Complaints
NHS England South
First Floor
Bewley House
Marshfield Road,
SN15 1JW

PRIVATE Complaints:
The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA (08456 120 540) (


  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body) ( Tel: 0845 222 4141
  • Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG ( Tel: 03000 616161