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At Lakes Dental, we take concerns and complaints very seriously. Our aim is always to provide high-quality care in a calm, respectful and supportive environment. If something does not meet your expectations, we want to know so we can address it promptly and learn from it.

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We are committed to resolving complaints courteously, efficiently and fairly. We also welcome compliments and suggestions, as feedback helps us continually improve the service we provide.

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Who Is Responsible?

 

The person responsible for managing complaints at Lakes Dental is:

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Tracy Morris
Practice Manager

 

If Tracy Morris is unavailable, the complaint will be referred to:

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Mrs Bhavika Patel
Principal Dentist

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How to Make a Complaint

 

You can raise a concern:

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  • In person at reception

  • By telephone

  • By email

  • In writing

 

If a complaint is made verbally, we will listen carefully and offer to refer you to the Practice Manager immediately.

If the complaint relates to clinical care or associated charges, it will usually be referred to the dentist involved, unless you request otherwise.

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What Happens Next?

 

We aim to:

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  • Acknowledge your complaint within 3 working days.

  • Provide a copy of this complaints procedure if requested.

  • Investigate the matter thoroughly and sensitively.

  • Provide a full written response within 10 working days of receiving the complaint.

 

If we are unable to complete our investigation within 10 working days, we will inform you, explain the reason for the delay, and provide a revised timeframe.

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Where appropriate, we may offer to meet with you in person to discuss your concerns. If you prefer not to meet, we can discuss matters by telephone or correspond in writing.

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Following investigation, we will confirm our findings and any proposed actions in writing.

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We maintain comprehensive records of all complaints in accordance with regulatory requirements.

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Compliments and Feedback

 

We are always pleased to receive positive feedback. Compliments can be shared:

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Positive feedback is shared with the team and used to support ongoing improvement.

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NHS Patients – External Contacts

 

If you are not satisfied with our response, NHS patients may contact:

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Care Quality Commission (CQC)
National Customer Service Centre
Citygate, Gallowgate
Newcastle upon Tyne
NE1 4PA

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Telephone: 03000 616161
Website: www.cqc.org.uk

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Private and Denplan Patients – External Contacts

 

If you are a private or Denplan patient and remain dissatisfied after our response, you may contact:

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Dental Complaints Service (for private dental care)
Telephone: 0345 015 4033

Website: www.gdc-uk.org

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General Dental Council (GDC)
37 Wimpole Street
London
W1G 8DQ​

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Independent Sector Complaints Adjudication Service (ISCAS)
CEDR, 3rd Floor
100 St Paul’s Churchyard
London
EC4M 8BU


Telephone: 020 7536 6091
Email: info@iscas.org.uk

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Denplan / Simplyhealth Customer Relations
Hambleden House
Waterloo Court
Andover, Hampshire
SP10 1LQ

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Our Commitment

 

At Lakes Dental, we aim to resolve concerns openly and respectfully. Raising a complaint will not affect your future care. We are committed to transparency, learning from feedback and maintaining the highest standards of patient care.

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Policy Updated: February 2026
Review Date: February 2027

Complaints Policy

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