We’re Here to Listen: Our Complaints Procedure
At Keswick Dental, we take all feedback seriously, especially when something hasn’t gone quite right. If you’re unhappy with any aspect of your experience, we want to know. Listening to our patients helps us improve, and we’re committed to resolving concerns quickly, professionally, and with care.
How to Make a Complaint
If you have a complaint, please know that you’ll be treated with respect and understanding. We handle all concerns courteously and aim to resolve them as swiftly as possible.
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Speaking to Someone
You can speak to a member of our team at reception or by phone. They’ll listen and, if needed, refer you directly to our Practice Manager, who handles all complaints. If the Practice Manager isn’t available, we’ll arrange for someone else to help you as soon as possible.
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Writing to Us
Prefer to put it in writing? That works too. Written complaints are passed directly to the Practice Manager. If your complaint involves clinical care or fees, it may be shared with the treating dentist — unless you’d prefer otherwise.
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What You Can Expect
Acknowledgement: We’ll acknowledge your complaint within 3 working days and send you a copy of our full complaints procedure.
Investigation: We aim to investigate and respond within 10 working days. If we need more time, we’ll let you know why and when you can expect a full response.
Outcome: Once we’ve completed our review, you’ll receive a written explanation and our decision — usually within 14 days.
We keep clear records of all complaints and always handle them with professionalism and confidentiality.
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Please Note
If your complaint involves clinical care or treatment, we may need to share relevant information with our insurers, indemnity providers, or legal advisers to fully address your concerns.
Rest assured, you will never be treated unfairly for raising a concern. We value your voice — it helps us provide better care for everyone.
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Still Not Satisfied?
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If you’re unhappy with our response, you can escalate your concern to the appropriate body.
Dental Complaints Service (DCS)
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
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General Dental Council:
37 Wimpole Street
London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
https://: www.gdc-uk.org
Complaints and the CQC:
The CQC don't get directly involved with complaints made to the practice. They do, however, encourage giving feedback for service providers.
To send feedback to the CQC about please go to: