At The Village Dental & Implant Practice, we are committed to providing a high standard of care and a positive experience for all our patients. We welcome feedback and take complaints seriously, using them as an opportunity to learn, improve, and maintain patient safety.
If you have a concern, we encourage you to raise this with us as soon as possible. Many concerns can be resolved quickly by speaking to a member of our team at the time of your visit or shortly afterwards. If the matter cannot be resolved informally, you may make a formal complaint by contacting Emma Cooney (Reception Manager) or our Complaints Managers, Joanne Rimmer (Practice Manager) or Paul Smith (Principal Dentist), either in person, by telephone, or in writing.
We will acknowledge all formal complaints within 2 working days and will carry out a full and fair investigation. We aim to provide a written response within 10 working days outlining our findings and any actions taken. If the investigation requires more time, we will keep you informed with regular updates until the matter is concluded.
All complaints are handled with strict confidentiality and recorded in line with data protection requirements. Raising a concern will not affect your ongoing or future care. We are committed to being open and honest if something goes wrong and will provide a clear explanation, an apology where appropriate, and any support needed to put things right.
If you are not satisfied with the outcome of your complaint, you can escalate your concerns through the following stages:
Stage 1 – Practice Review
You may request a further review of your complaint by a senior member of the practice who has not been directly involved in the matter. Please contact the practice directly to arrange this.
Stage 2 – Independent External Review
For NHS Dental Treatment:
Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
Website: Parliamentary and Health Service Ombudsman
For Private Dental Treatment:
For Private Dental Treatment:
Dental Complaints Service
Telephone: 020 8253 0800
Website: Dental Complaints Service
For Denplan Patients:
Denplan Clinical Mediation Service
Telephone: 0800 169 7220
Email: clinicalmediationservice@denplan.co.uk
Stage 3 – Professional Regulator
If your concern relates to the conduct or fitness to practise of a dental professional, you may contact the:
General Dental Council
37 Wimpole Street, London, W1G 8DQ
Email: standards@gdc-uk.org
Website: General Dental Council
Raise your concern with a member of our team
↓
Formal complaint to Practice Manager or Complaints Manager
↓
Acknowledgement within 2 working days and investigation begins
↓
Full response provided within 10 working days
↓
Request internal review if you remain dissatisfied
↓
Escalate to an independent organisation if required
↓
Contact the General Dental Council for concerns about professional conduct
Complaints should normally be made within 12 months of the issue arising or when you first became aware of it. However, we will consider complaints made outside of this timeframe where there is a valid reason for the delay.
Reviewed & updated 17/04/2026