Complaints Procedure.

Our Commitment

Listening, responding, and improving.

We recognise that concerns can occasionally arise despite our commitment to delivering high-quality care. Our aim is to resolve complaints promptly, openly, and professionally while maintaining clear communication throughout the process.

Every complaint is taken seriously and investigated carefully to ensure we understand what happened, address your concerns appropriately, and identify opportunities to improve our service.

How to Raise a Concern

Speaking with our team.

If you have any concerns regarding your treatment or your experience at FAME, we encourage you to contact us as soon as possible. Many issues can be resolved quickly through discussion with a member of our team.

You may raise your concern by:

• Speaking directly with a member of our reception or clinical team.
• Contacting the practice by telephone.
• Sending your concerns in writing by email or post.
• Requesting to speak with the Practice Manager.

Providing as much information as possible, including the nature of your concern and the date of your appointment, will help us investigate the matter efficiently.

Our Complaints Process

A fair and transparent approach.

Every complaint follows a structured process to ensure it is handled consistently and professionally.

Step 1 — Acknowledgement. We will acknowledge receipt of your complaint as soon as reasonably possible and explain how your concern will be managed.

Step 2 — Investigation. Your complaint will be reviewed by the appropriate member of our team. Where necessary, clinical records, correspondence, and relevant information will be carefully examined to establish a full understanding of the circumstances.

Step 3 — Response. Once our investigation is complete, we will provide a clear explanation of our findings together with any actions taken or proposed to resolve your concerns.

Step 4 — Ongoing Communication. If additional information is required or the investigation takes longer than anticipated, we will keep you informed throughout the process and provide regular updates.

Our Commitment to Fairness

Every concern matters.

We are committed to handling complaints respectfully, objectively, and without prejudice. Raising a concern will never affect your future care or your relationship with our practice.

Our goal is to resolve concerns through open communication while ensuring every patient feels listened to, respected, and supported.

If You Remain Dissatisfied

Independent advice.

If, after completing our internal complaints procedure, you remain dissatisfied with the outcome, you may wish to seek independent advice or contact the appropriate external organisations responsible for supporting patients and regulating dental care.

Where appropriate, our team will provide information about the relevant organisations and the options available to you.

Dental Complaints Service: 37 Wimpole Street, London W1G 8DQ · 020 8253 0800 · dentalcomplaints.org.uk

General Dental Council: 37 Wimpole Street, London W1G 8DQ · 020 7167 6000 · gdc-uk.org

Helping Us Improve

Your feedback shapes our service.

Patient feedback plays an important role in helping us continually improve the quality of care we provide. Suggestions, compliments, and constructive feedback are always welcomed and are shared with our team to support ongoing learning and service development.

Questions

What patients ask about our complaints procedure.

How do I make a complaint about my dental treatment?

You can speak directly with a member of our team, contact the practice by telephone, or submit your concerns in writing by email or post. We encourage patients to raise concerns as soon as possible so they can be investigated promptly.

Who will deal with my complaint?

Your complaint will be reviewed by the appropriate member of our practice team, who will investigate the matter carefully and ensure your concerns are handled fairly, confidentially, and professionally.

Will my complaint affect my future treatment?

No. Raising a concern will not affect the care you receive at FAME. We encourage open communication and are committed to treating every patient with fairness, respect, and professionalism.

How long will the complaints process take?

Every complaint is different, and the time required will depend on its complexity. We aim to investigate concerns promptly and will keep you informed if additional time is needed to complete our review.

What information should I provide when making a complaint?

It is helpful to include your name, contact details, the date of your appointment, and a clear explanation of your concerns. This allows us to investigate the matter thoroughly and respond as efficiently as possible.

What if I am not satisfied with the outcome?

If you remain dissatisfied after our internal investigation has been completed, we can provide information about the appropriate independent organisations that may be able to offer further advice or review your concerns.

Can I provide feedback even if I don't have a complaint?

Absolutely. We welcome compliments, suggestions, and general feedback from our patients, as it helps us continue improving the quality of care and service we provide.