We welcome feedback and take complaints seriously.
- Tell us in person, by phone, email or letter.
- We’ll acknowledge within 3 working days and aim to respond within 10 working days.
- If unresolved: contact the Dental Complaints Service (www.dentalcomplaints.org.uk | 020 8253 0800).
Contact: Dr Peer Nelz (Complaints Manager)
Phone: 01637 881011
Email: reception@dentalworld.co.uk
Address: Dental World, 53 Fore Street, St Columb Major, Cornwall, TR9 6RH
Hours: Mon–Fri 09:00–17:00; Sat by appointment
Dental World Cornwall — Complaints Policy & Procedure
Version: 1.0
Effective from: 26 Aug 2025
Review due: 26 Aug 2026
Applies to: Private services only
1) Purpose & principles
We want concerns resolved quickly, fairly and openly. We follow the Duty of Candour, treat complainants with respect, and use feedback to improve care.
2) Key contacts
- Complaints Manager (day‑to‑day lead): Dr Peer Nelz, Principal Dentist & Nominated Individual
Email: reception@dentalworld.co.uk
Tel: 01637 881011 - Responsible Person (oversight/sign‑off): Dr Peer Nelz, Director (Dental World Cornwall Ltd)
- Practice address: Dental World, 53 Fore Street, St Columb Major, Cornwall, TR9 6RH
- Opening hours: Mon–Fri 09:00–17:00; Sat by appointment
Accessible formats available on request (large print, email, phone relay). You may nominate someone to complain on your behalf with consent.
3) How patients can complain
Patients (or their representative with consent) can complain:
- In person to any team member
- By phone: 01637 881011
- By email: reception@dentalworld.co.uk
- In writing: Complaints Manager, Dental World Cornwall, Dental World, 53 Fore Street, St Columb Major, Cornwall, TR9 6RH
Time limit: normally within 12 months of the event (or when first known). We can consider later complaints if reasonable.
4) What happens next (our timescales)
- Acknowledge within 3 working days (by preferred contact), agree how you’d like us to handle it and an expected timeframe.
- Investigate (see §6).
- Full response: we aim for 10 working days. If it needs longer, we’ll give updates at least every 10 working days and agree a new date.
- Outcome may include an explanation, apology, actions taken, and (where appropriate) remedial steps.
5) What we need to know
- What happened and when; who was involved
- What you’re seeking (e.g., explanation, apology, specific actions)
- How you prefer to be contacted
6) Our investigation (staff process)
- Log the complaint in the secure register (date, summary, risk, handler).
- Triage & risk assess for any immediate safety issues; escalate if required.
- Gather facts: speak with staff involved; review records, policies, communications, and any clinical notes/radiographs.
- Draft response: clear chronology, findings, apologies where due, learning/actions, and escalation options.
- Sign‑off by the Responsible Person (clinical input where relevant).
- Close & learn: record learning and actions; share at governance meeting; update SOPs/training.
Records: Keep complaint records separate from the clinical record. Retain in line with data‑retention policy.
7) If you’re unhappy with our response (escalation routes)
- Private dental treatment: You can contact the Dental Complaints Service (DCS) for independent resolution.
Website: www.dentalcomplaints.org.uk | Tel: 020 8253 0800 - Professional conduct/fitness to practise: Contact the General Dental Council (GDC).
Website: www.gdc-uk.org | Tel: 020 7167 6000 - Data protection concerns: Contact us first; you may also contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.
We’ll explain which route applies if care was provided by another organisation.
8) Remedies & fairness
Where we identify service failure, we will:
- Acknowledge and apologise (without legal defensiveness),
- Explain what happened and why,
- Set out what we’re changing,
- Consider appropriate remedial steps in line with policy.