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 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.
Heather Lavelle is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within one working day where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within three working days and will aim to provide a full response in writing as soon as practical.
You can send your complaints to Caring Dental, 19 Station Square, Petts Wood, Orpington, BR5 1LY, call us on 01689 664600 or email the Complaints Manager on [email protected].
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 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 10 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 its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will 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 treatments 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 can contact the Dental Complaints Service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
Contacts
The Complaints Manager, Caring Dental
In the first instance, so that we have the opportunity to investigate and resolve your complaint, please write to us or send an email, detailing the issue you have experienced. You can also call us to discuss your complaint or to arrange a meeting.
The Complaints Manager, Caring Dental, 19 Station Square, Petts Wood, Orpington, BR5 1LY
E: [email protected] T: 01689 664600
If you are dissatisfied with our response, or wish to seek further advice, the following organisations provide patient information and complaints procedures.
General Dental Council
The GDC is responsible for regulating all dental professionals. You can make an enquiry or submit a complaint by contacting the GDC or using their online form.
W: www.gdc-uk.org E: [email protected] T: 020 7167 6000
Dental Complaints Service
Funded by the GDC, the DCS is an independent body providing advice and support to anyone who needs help resolving issues relating to private dentistry. You can make an enquiry or submit a complaint by contacting the DCS or using their online form.
W: www.dcs.gdc-uk.org E: [email protected] T: 020 8253 0800
Care Quality Commission
The CQC regulates private and NHS dental care services in England. They can take action against a service provider that is not meeting CQC standards. You can make an enquiry or submit a complaint by contacting the CQC or using their online form.
W: www.cqc.org.uk E: [email protected] T: 03000 616161
Last modified: 27 February 2026