If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints, and our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, please let us know as soon as possible, ideally within a matter of days, as this helps us establish what happened more easily. If that is not possible, please let us have details of your complaint within 12 months of the incident that caused the problem.

Complaints should be addressed to Nafeesa Jahangir, Complaints Manager, or Nazia Uddin, Complaints Deputy. You may ask for an appointment to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. It is a great help if you can be as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within 3 working days and aim to look into it within 14 working days of the date you raised it with us. We will then offer you an explanation, or a meeting with the people involved. When we look into your complaint, we aim to:

find out what happened and what went wrong;
make it possible for you to discuss the problem with those concerned, if you would like this;
make sure you receive an apology where this is appropriate;
identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else

We keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness.

Complaining to NHS England / the Integrated Care Board

We hope that if you have a problem, you will use our practice complaints procedure. We believe this gives us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach NHS England or the Integrated Care Board (ICB) if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.

For informal enquiries, the Patient Advice and Liaison Service team can offer advice, support and information on 0161 253 5959 (8:45am to 5pm, Monday to Friday, excluding bank holidays).

Complaints, Bury – NHS GM
Townside Primary Care Centre
1 Knowsley Place, Knowsley Street
Bury BL9 0SN
Email: gmicb-bu.burypatientservices@nhs.net
Call: 0161 271 3110 for complaints

Other organisations you can contact

Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
Website: ombudsman.org.uk (opens in a new tab)

General Dental Council
37 Wimpole Street, London W1G 8DQ
Telephone: 020 7167 6000
Website: gdc-uk.org (opens in a new tab)

Complaints about private treatment

Dental Complaints Service
Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
Telephone: 020 8253 0800 (Monday to Friday, 9am to 5pm)

Complaints policy