Complaints and Comments
If you have concerns or complaints about the service you have received from the dentists or other staff here at Wyndcott Dental, please let us know.
We aim to solve any issues easily and quickly and feel this can be best done at the time the problem arises and with the person concerned. However, if your problem can not be solved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible as this will enable us to establish what happened more easily.
Complaints can be made:
In person
If you wish to raise a concern or complaint while at the practice, please speak to a member of our reception team. Depending on the nature of your concern they may be able to assist you immediately. Please be aware that it may not be possible to discuss a complaint with the practice manager in person without prior arrangement. Where a matter requires further investigation we will ask you to submit a written complaint to ensure the details of your complaint are accurately recorded.
By telephone
Our reception team will take the appropriate details and advise you accordingly. Formal complaints and matters requiring investigation should be submitted in writing to the Practice Manager. For data protection reasons, we may ask you some personal, security questions to ensure we are speaking to right person. We cannot accept complaints on behalf of another person except for children or those with a medical power of attorney.
In writing
If you have written to us with a complaint, we aim to acknowledge receipt of this within 3 working days. We will provide an explanation within 10 working days and our aim is to resolve the issue within 28 days.
NB: This procedure does not affect your right to make representations to the Local Health Authorities.
How to contact us
We can be reached by telephone on 01322 662 493
Our postal address is:
Wyndcott Dental Centre,
Wyndcott, Birchwood Park Avenue
Swanley
Kent
BR8 7AT
We can also be contacted using the enquiry form below
In all instances where a complaint has been made we will:
- Treat all complaints individually
- Treat all complaints confidentially
- Investigate matters fully and to the best of our ability
- Make sure an apology and a suitable resolution is offered where appropriate.
- Implement findings from this complaint to learn from our mistakes and ensure it does not happen again.
What if the issue has still not been resolved?
If you feel we have not fully resolved your issue, then you can contact these bodies
For complaints about NHS treatment
After 31 March 2025 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Contact the NHS Kent and Medway Patient Experience Team via new contact details below:
Address: Patient Experience Team, 2nd Floor, Gail House,Lower Stone Street, Maidstone, Kent, ME15 6NB
Telephone:01634 335095 Option 7
Email: kmicb.patientexperience@nhs.net
Web: https://www.kentandmedway.icb.nhs.uk/contact-us
The Patient Experience Team is available from 8:00 to 16:00, excluding weekends and Bank Holidays, and will respond as soon as possible. Each complaint that is received will receive an acknowledgement within 3 working days.
For complaints about private treatment
Address:Dental Complaints Service, 37 Wimpole Street, London. W1G 8DQ
Telephone:0208 253 0800
Web: https://dcs.gdc-uk.org/
For advice and guidance you may also refer to
British Dental Health Foundation helpline
Telephone: 0845 063 1188.
Website: https://www.dentalhealth.org/dental-helpline
For complaints about Interest Free Credit
Financial Ombudsman Service
Telephone: 0800 023 4567
Web: https://www.financial-ombudsman.org.uk/consumers/how-to-complain