Complaints Policy &Procedure

Our top priority and aim is to have satisfied patients, ensuring we meet your expectations of care is what we strive for. We go the extra mile to resolve any complaints as efficiently, effectively and politely as possible. Here at Pear Tree Dental we take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality during the process.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. This can be done verbally, followed by in writing or just in writing, ask a staff member or get in touch using our contact details.

We can reassure you that we will never discriminate against patients who have made a complaint.

Please address all complaints to Kirsten Pownall our onsite practice manager. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.

If the practice manager Kirsten Pownall is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cases the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

We regularly analyse patient complaints to learn from them and to improve our services. That's why we always welcome your feedback, comments, suggestions and complaints.