Complaints Procedure
We take every concern seriously. If something hasn't met your expectations, we want to know — and to make it right.
Our Commitment to You
Bowling Green Dental Surgery is committed to providing the highest standard of dental care. We recognise that occasionally things can go wrong, and we welcome feedback as an opportunity to learn and improve. All complaints are taken seriously, handled confidentially and investigated thoroughly.
How to Make a Complaint
We encourage you to raise concerns as soon as possible. You can contact us in any of the following ways:
You may also write to us at: Bowling Green Dental Surgery, 26 High Street, Old Town, Stevenage SG1 3EJ
What Happens Next
We will acknowledge your complaint within 3 working days of receiving it. We will confirm who is dealing with it and provide an expected timescale for our response.
Dr Alan de Vos will investigate your complaint thoroughly. This may involve reviewing your clinical records, speaking with team members involved in your care, and seeking clinical advice where appropriate.
We aim to provide a full written response within 10 working days of receiving your complaint. If we need more time, we will let you know and explain why.
Our response will explain what happened, what we have found, any action we are taking, and what you can do if you remain dissatisfied.
If You Remain Dissatisfied
If you are not satisfied with our response, you have the right to escalate your complaint to the following independent organisations:
Dental Complaints Service (DCS)
The Dental Complaints Service helps private dental patients and dental professionals resolve complaints about private dental treatment.
General Dental Council (GDC)
The GDC is the UK regulator for dental professionals. You can raise concerns about a dental professional's fitness to practise.
Care Quality Commission (CQC)
The CQC regulates health and social care services in England. You can report concerns about standards of care.
Important: Complaint Timescales
The Dental Complaints Service and GDC generally require complaints to be raised within 12 months of the treatment or of becoming aware of the problem. We encourage you to raise any concerns with us as early as possible.
We hope to resolve all concerns directly
Please don't hesitate to call us — most concerns can be resolved with a conversation.
Call 01438 355624