Complaints Policy

Patient Complaints Policy

It is our aim to always have satisfied patients to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service.  We will never discriminate against patients who have made a complaint and we will be very happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.  We accept complaints made verbally as well as written complaints.

Andre Hattingh is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaints to The Specialist Implant Clinic, 37-39 Maidstone Road, Borough Green, Kent TN15 8BQ, call us on 01732 617111 or email the complaints manager at

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice.  We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the complaints manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of the outcome in writing.  We will make our response clear, addressing each of your concerns as best we can.  You will/may also be invited to a meeting to discuss the results and any practical solutions that we can offer to you.  These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatment or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services.  That’s why we always welcome your feedback, comments, suggestions and complaints.  If you are dissatisfied with our response to a complaint you take the matter further, please see the contacts below.


For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting

The General Dental Council is responsible for regulating all dental professionals.  You can complain using their online form at contact them on or by calling 020 7167 6000

The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161.   They can take action against a service provider that is not meeting their standards