At Ropewalk Dental Care, we try to ensure that all patients are pleased with their experience of our service. 

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled, resolved quickly and in -house.

1. The person responsible for dealing with any complaint about the service we provide is:

Richard Ward or Leigh Evans as named delegate

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Richard Ward at the earliest opportunity.

3. If one of the above is not available at the time, then the patient will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

4. Written complaints will be passed immediately to Richard Ward

5. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient specifically request that this does not happen

6. TIMESCALES: we will respond in writing usually within 2 working days and investigate the complaint within 10 working days. If this is not possible, an explanation will be given to the patient for the delay. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive reports are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to the PCT, the CQC or the GDC ( 37 Wimpose Street, London W1G 8DQ)