We are committed to addressing any concerns quickly, courteously and confidentially
At Form Dental we are committed to delivering care and service that consistently meet – and ideally exceed – our patients' expectations. When something falls short, we want to know so we can put it right quickly, courteously and confidentially. Listening to feedback (positive or negative) helps us keep improving.
Speak to any team member at reception or in surgery – we welcome verbal feedback as well as written complaints.
65 London Road, Stapleford, Cambridgeshire, CB22 5DG
We will acknowledge written complaints within three working days and, where possible, resolve verbal concerns within 24 hours.
Our practice manager serves as the Complaints Manager. If a complaint directly concerns the practice manager or they are unavailable, an alternative colleague will act on their behalf to provide an independent review.
Your concerns will be examined in a fair and thorough manner, and a secure, confidential record kept separate from your clinical notes.
If we need more time, we will let you know at least every ten working days how the enquiry is progressing and agree a new completion date with you.
You will receive a written outcome addressing each point raised and, if appropriate, an invitation to meet and discuss practical solutions (for example, remedial treatment, referral, or refund).
Complaints are reviewed periodically so that trends are identified and service improvements implemented; your care will never be adversely affected because you voiced a concern.
If we have not resolved matters to your satisfaction you can escalate your complaint within 12 months of the treatment – or of becoming aware of the issue – to the agencies below:
Phone: 020 7167 6000
Email: information@gdc-uk.org
Online form: www.gdc-uk.org
These bodies are independent of Form Dental and can review your complaint if local resolution proves unsatisfactory.