Complaints Policy

How to raise a concern or complaint

Chess House Dental — Last updated: May 2026

At Chess House Dental Practice, we are committed to providing high-quality dental care and an excellent patient experience. We recognise, however, that there may be occasions when you feel that the service or treatment you have received has not met your expectations. We take all complaints seriously and welcome the opportunity to put things right.

This policy sets out how to raise a complaint, how we will handle it, and what to do if you remain unhappy with our response. Our complaints process follows the guidance set by the General Dental Council (GDC) and meets the requirements of the Care Quality Commission (CQC).

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Our Commitment to You

We will treat every complaint with respect, sensitivity, and confidentiality. We will investigate all complaints thoroughly and impartially, and we will aim to resolve matters promptly. We will not discriminate against any patient who raises a concern, and raising a complaint will not affect the quality of care you receive from us.

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How to Make a Complaint

You can raise a concern or complaint in any of the following ways:

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In person: Speak to a member of our reception team or ask to speak with the practice manager.

By telephone: Call us on 01494 977 140 during practice opening hours.

In writing: Write to us at Chess House Dental Practice, 105 High Street, Chesham, Buckinghamshire, HP5 1DE.

By email: Send your complaint to info@chesshousedental.com.

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Please include your full name, contact details, and a clear description of your concern, including any relevant dates or details of treatment. If you are complaining on behalf of another patient, please confirm that you have their consent to do so.

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Time Limits for Complaints

Complaints should ideally be raised within 12 months of the incident occurring or within 12 months of becoming aware that you have a reason to complain. We will consider complaints received outside this timeframe where there is good reason for the delay and where it remains practicable to investigate the matter fairly.

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What Happens After You Complain

We will acknowledge your complaint within three working days of receiving it. Our practice manager will lead the investigation and will aim to provide a full written response within 20 working days. If the matter is complex and requires more time to investigate, we will keep you informed of progress and give you an estimated timeframe for a full response.

Our response will explain what we have found, any action we have taken or plan to take, and any changes we will make to prevent the same issue from arising again. We will also offer you the opportunity to discuss the outcome with us if you would find that helpful.

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If You Are Not Satisfied

If you remain dissatisfied with our response, you have the right to escalate your complaint to an independent body. The following organisations may be able to help:

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The Dental Complaints Service (DCS): For complaints about private dental treatment. The DCS is a free, independent service that can help resolve disputes between private patients and dental professionals.

• Website: www.dentalcomplaints.org.uk
• Telephone: 08456 120 540

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NHS England: For complaints relating to NHS treatment received at our practice.

• Website: www.england.nhs.uk
• Telephone: 0300 311 2233

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Parliamentary and Health Service Ombudsman (PHSO): If you have already complained to NHS England and remain unhappy with the outcome.

• Website: www.ombudsman.org.uk
• Telephone: 0345 015 4033

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The General Dental Council (GDC): If you have serious concerns about the fitness to practise of a registered dental professional.

• Website: www.gdc-uk.org
• Telephone: 020 7167 6000

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Care Quality Commission (CQC): To raise concerns about the safety or quality of care at our practice.

• Website: www.cqc.org.uk
• Telephone: 03000 616161

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Learning from Complaints

We view every complaint as an opportunity to improve. All complaints and their outcomes are reviewed by the practice manager and, where appropriate, the wider team. We use this information to identify trends and make improvements to our services, processes, and patient experience.

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Confidentiality

All complaints are handled in strict confidence. Information relating to your complaint will only be shared with members of our team who are directly involved in investigating or resolving the matter, or where we are legally required to share it.

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Contact

To raise a concern or for more information about our complaints process, please contact our practice manager:
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Post: Chess House Dental Practice, 105 High Street, Chesham, Buckinghamshire, HP5 1DE

Telephone: 01494 977 140

Email: info@chesshousedental.com

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