Complaints policy

At Cliftonville Dental it is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

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. We accept complaints made verbally as well as written complaints. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the treating dentist, unless the patient does not wish this to happen

Anesh Patel & Gwen Hughes-Rowlands are the Complaints Managers and will be your personal contact to assist you with any complaints.  We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing, a Complaints Manager will send an acknowledgement letter/email within 3 working days and will aim to provide a full response in writing as soon as practical.

You can send your complaints to 65 The Avenue, Cliftonville, Northampton, NN1 5BT, call us on 01604 604545 or email a Complaints Manager on .

If a Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a telephone call when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, a Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You may also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

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. If you are dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.


The General Dental Council is responsible for regulating all dental professionals. You can find more information on;

General Dental Council private dental complaints service can be contacted by calling 020 8253 0800 or visiting

You can also contact: The Care Quality Commission (CQC) who regulates private and NHS dental care services in England. They can take action against a service provider that is not meeting their standards. Visit;   OR  Call; 03000 616161.