Our approach
At The Limes Dental Practice, we strive to provide the highest standards of patient care and service. However, we recognise that there may be occasions when your experience does not meet your expectations. We welcome all feedback and view complaints as an important opportunity to learn, improve our services and strengthen the trust our patients place in us.
We are committed to addressing every concern promptly, fairly and professionally, taking the time to understand your experience and working with you to achieve a satisfactory resolution wherever possible.
Our commitments
We are committed to treating every patient with courtesy, respect, fairness and understanding throughout the complaints process. We will ensure that you receive clear information about how your complaint will be managed, including the steps involved and the expected timescales. We will keep you updated on progress and, where appropriate, explain your options should you wish to escalate your concerns.
All complaints will be handled by our Complaints Manager, who will approach every matter with sensitivity, impartiality and the utmost discretion. We aim to make the process as straightforward and reassuring as possible, ensuring that every concern is listened to, taken seriously and responded to appropriately.
Our Complaints Manager is Sharon Posner, who can be contacted directly by sending an email to info@thelimesdental.co.uk
Regulatory standards
The Limes Dental Practice is committed to operating in accordance with all relevant regulatory and professional standards. We follow the guidance and requirements set out by the General Dental Council (GDC) and, where financial services are involved, the Financial Conduct Authority (FCA). All applicable finance-related complaints are managed in accordance with the FCA’s complaints handling requirements.
How to make a complaint
We aim to make raising a concern as straightforward as possible. You can submit a complaint in person, by telephone, by email or in writing.
- Telephone: 017683 51830
- Email: info@thelimesdental.co.uk
- Address: The Limes Dental Practice, Shire Hall, The Sands, Appleby -in- Westmorland, CA16 6XN
If you ask someone else to raise a complaint on your behalf, we may need your written consent before discussing any personal or confidential information with them.
How we manage complaints
Sharon Posner is the complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical. An update will be given in 10 working days if a full written response has not already been given.
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 they will only be accessible to 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.
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to:
▪ North Cumbria Integrated Care Foundation Trust. Post to NHS England, PO Box 1638, Redditch,
B97 9PT,
Email: england.contactus@nhs.net , stating “For the attention of the complaints team”
in the subject line, Telephone 0300 311 22 33.
Outcomes and resolution
Once our investigation is complete, we will provide you with a written response setting out our findings and conclusions. This will confirm whether your complaint has been upheld, partially upheld or not upheld, together with details of any actions or improvements identified as a result.
Our priority is to address your concerns fairly and constructively, taking appropriate steps to prevent similar issues from occurring in the future.
Complaint records and monitoring
We maintain a record of all complaints received, the investigations undertaken and the outcomes reached. These records allow us to monitor the quality of our services, identify recurring concerns and highlight opportunities for improvement.
We regularly review complaint feedback to help ensure we maintain high standards of patient care and service.
Escalating your complaint
If you remain dissatisfied following our final response, you may have the right to refer your complaint to an appropriate independent organisation, depending on the nature of your concern.
GDC – private dental complaints service can be contacted by calling 020 8253 0800 or visiting https://dcs.gdc-uk.org.
If you are still unhappy about your NHS complaint, you can contact
▪ the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting
www.ombudsman.org.uk
You can also contact
▪ 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.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 71676000.
Data protection and confidentiality
We take the privacy and confidentiality of all complaints seriously. Any personal information provided as part of the complaints process will be handled in accordance with applicable data protection legislation.
Information will be stored securely, accessed only by authorised individuals and shared with third parties only where necessary and lawful. Complaint records will be retained in accordance with our legal and regulatory obligations.
Staff responsibilities
All members of the The Limes Dental Practice are responsible for understanding and following this complaints policy. Staff are expected to listen to patients’ concerns, respond professionally and ensure that complaints are referred to the appropriate person without unnecessary delay.
Relevant training and guidance will be provided to help our team manage complaints consistently, sensitively and effectively.
Your rights as a patient
At The Limes Dental Practice, we recognise that every patient has the right to receive safe, appropriate and professional dental care. You are entitled to:
- Be treated with dignity, courtesy and respect at all times.
- Receive clear and understandable information about your treatment options, associated risks and costs.
- Have your questions and concerns listened to and addressed fairly and promptly.
- Receive appropriate information about the care and services provided.
- Request access to your personal and clinical records in accordance with applicable data protection legislation.
- Raise a complaint without fear of discrimination or adversely affecting your future care.
We are committed to respecting these rights and ensuring that every patient feels heard, valued and supported.
Policy review
This complaints policy is reviewed annually by our Director and Owner, Dr Sameer Janjua, to ensure it remains accurate, effective and aligned with relevant legislation, regulatory requirements and best practice.
If you feel that your rights have not been respected, or you have any concerns about the care or service you have received, we encourage you to contact us. Your feedback is important to us and helps us continually improve the experience we provide to our patients.
