Complaints handling policy

Making a Complaint

If you are unhappy about any aspect of your care, Share a Smile Ltd has a formal complaints policy which details the stages of the process and the timescale we aim to achieve in dealing with a complaint.

The person responsible for dealing with any complaint about our Practice is Gary St Pierre, the Practice Complaints Manager.

A summary of how to lodge a complaint is provided below:

  • If you wish to lodge a complaint the Practice Complaints Manager will inform Dr Heinrich Ferreira. If the complaint is made in person, you will be taken into a private area and time given to hear the comment or complaint in full.
  • If the complainant is not the patient, written consent must be provided by the patient on whose behalf the complaint is being lodged.
  • If the complaint is made in writing, the complaint will be recorded as such and the patient invited to lodge an official complaint, laying out in detail the circumstances of the complaint.   
  • If you wish to make a complaint in an e-mail to Gary St Pierre via it will be passed in immediately to the Complaints Manager.
  • If you wish to make a complaint on the telephone or at the reception desk, we will listen to your complaint and offer to refer you to our Complaints Manager immediately. If the Complaints Manager is not available at the time then we let you know when you are able to speak to Gary St Pierre and arrangements will be made for this to happen.

Our time scales for dealing with a complaint are as follows:-

  • Written acknowledgement is sent within 2 working days.
  •  A full response is sent within 10 days; or when an investigation is on-going, a full response is sent within 5 days of its conclusion.

Staff from Share a Smile Ltd take any complaint very seriously and will support any patient who wishes to make a complaint to ensure that the matter is properly resolved.

If you remain unhappy you can contact the below who offer a complaints resolution service.  

NHS Patients

If you feel that you are not satisfied with the result of our procedure then you can refer your complaint to either:      

NHS England, PO Box 16738, Redditch, B97 9PT
(T) 03003 11 22 33                                                    

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP,
(T): 0345 015 4033 or for complaints about NHS treatment.                                     

Private Patients

If you feel that you are not satisfied with the result of our procedure then you can refer your complaint to either:

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

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (T) 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct

Dental Health Foundation Helpline (T) 0845 063 1188.

Please be assured that any comment or complaint you wish to make about our service will not in any way affect the treatment and care you receive at the Practice. 

Questions and Comments

If you have any questions, comments or views about the information printed in this Guide or in any of our treatment leaflets, please speak to a member of the team here at the Practice. The information contained in all of our guides is reviewed at least once a year and we take into account all suggestions made when we update our documentation.