Complaints Handling Policy

We are committed to providing high quality care for all and will ensure that our patients and their representatives can seek advice, provide feedback or make a complaint about any aspect of our service. This policy describes how we receive, manage, respond to and learn from complaints made about our service. All members of the team are expected to understand and follow this policy when dealing with a patient complaint.

The key aspects of this policy are that:

Our patients know how to complain and are confident that we will take their complaint seriously
We will investigate all complaints and will keep the patient informed of the findings of our investigation
We will learn from any complaints, concerns and feedback that we receive and use these lessons to improve our service.

Information for patients

We believe that if a patient wishes to make a complaint or register a concern about any aspect of our service, they should find it easy to do so. Our code of practice for handling complaints, encourages patients to let us know when our service has not met their expectations and explains how we will investigate their complaint and keep them informed.

Our approach to complaints

A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf. A complaint can also be made by an individual who is, or is likely to be, affected by our actions, inactions, decisions or omissions.

A complaint provides us with the opportunity to identify where our practice systems have failed and what we can do to improve our service. In dealing with a complaint, we will

Be open and transparent to ensure that all those involved understand the process and what to expect
Acknowledge a complaint promptly
Undertake evidence-based investigations
Provide sympathetic responses within appropriate timeframes
Identify the causes of complaints and act to prevent recurrence
Learn lessons and implement change
if the individual is a patient of the practice, ensure that their ongoing care is not adversely affected by the complaint.

Receiving complaints

The practice Complaints Manger, Amanda Trott, is responsible for dealing with all complaints received by the practice, unless immediate resolution is possible.

If the complaint requires an urgent response and the Complaints Manager is not available, you should pass the complaint to Sharon Caro

Acknowledgement

The Complaints Manager will acknowledge the complaint in writing within 5 working days and enclose a copy of our code of practice for handling complaints. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to the individual.

The acknowledgement will include

Confirmation that the matter will be investigated and that the individual will receive a report of the findings
An offer to meet with the individual to discuss the complaint and gather information
A description of how the complaint will be handles and who will be involved
Anticipated timescales for the investigation and preparation of the report
How the individual would like to be kept informed of progress
Local organisations that can provide help.

The individual will be informed that they can obtain advice and information from the Independent Dental Complaints Service] or the GDC.

Learning from complaints

We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service.

As soon as possible after a complaint has been dealt with, we will ensure that those involved are given individual feedback. Where our investigations identify a need to improve or review our practice systems, we will encourage general discussion at practice meetings and seek suggestions for improvement. Any agreed changes will be kept under review.

We will undertake ongoing monitoring of all complaints to identify trends and assess training requirements.

Date: 19 May 2026
Review date: May 2027

Testimonials

After 20–30 years of grinding my teeth, I was told the damage was irreparable. From my first appointment at St Annes Private Dental Centre, Sharon and Emira provided a clear plan and began treatment within a week. Six months later, the transformation was complete — composites and porcelain caps leaving my teeth looking as they did in my 20s. The whole team were professional, friendly, and welcoming throughout, and for the first time in years, I was genuinely happy to smile at my son's engagement party. I'm extremely grateful for what they've achieved. P Walker

After years of painful and ineffective dental work that left my mouth in a terrible state, consulting Mr Akhtar in Lytham proved to be the best decision I ever made. His professionalism and precision, combined with Sharon Caro's remarkable restorative work at St Annes Private Dental Centre, completely transformed my mouth. Ten years on, my teeth remain perfect and trouble-free. If you're considering implants, don't hesitate — it will change your life. Paul H

Sharon and Claire have been amazing looking after my husband who is an extremely nervous patient. They made him feel as relaxed as possible, explained everything clearly and have taken such good care of him. I can’t recommend them highly enough- thank you both so much! Louise Jones

Very good experience and treated with the utmost respect and courtesy no hesitation about recommending this Dental practice Janie Dawson

Superb service from Michael in the upstairs surgery. Had a dental check up and an onlay fitted to a molar tooth, all very reasonably priced. Cannot recommend this surgery highly enough, very professional service throughout ???????? Bob Bursnoll

St Annes Private Dental Centre have been my dentist for over 27 years and I can't recommend them highly enough. You are always greeted with a smile and leave with an even better one of your own! Tom Smith