Code of Practice for Handling Complaints
In this practice we take complaints very seriously and try to ensure that all patients are pleased with their
experience of our services. When patients complain, they are dealt with courteously and promptly so that the
matter is resolved as quickly as possible.

Complaints made to the practice
The person responsible for dealing with any complaints about the service is Irmina Sadowska.
If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint
and offer to refer him or her to Irmina Sadowska. The member of staff will take brief details of the
complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does
not wish to wait to discuss the matter, arrangements will be made for someone to deal with it.
If you have any concerns or would like to make a complaint, you can send us an email to or call us on 02380775900.

You can also send a letter to Hilltop Dental Practice, 340 Hill Lane, Southampton, SO15 7PH.

Theletter will be passed on immediately to Irmina Sadowska.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to
the dentist, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint including a copy of this Code of Practice within three
working days. You will be invited to discuss your concerns; we will seek to investigate the complaint
within the agreed response period of the complaint being received to explain the circumstances which
led to the complaint. If we are unable to investigate the complaint within this agreed time period, we
will notify the patient, giving reasons for the delay and a likely period within which the investigation
will be completed.
We will confirm the decision about the complaint in writing immediately after completing our
investigation. This will be within 21 days of the compliant received
Proper and comprehensive records are kept of any complaint received.
Hilltop Dental Practice welcomes all complaints; any patient that makes a complaint will not be
adversely treated due to having complained. If you do not wish to complain directly to the Practice you
can address your complaint directly to the relevant body.
Should a patient make a complaint or claim, we may need to provide information about the patient, and
treatment they have received, to insurers, indemnifiers or legal advisers.
Complaining to Dental Complaints Service
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe
this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our
practice. However, this does not affect your right to complain to an independent body, if you feel you cannot
raise your complaint with us or you are dissatisfied with the result of our investigation.

For further advice, you should contact:
Dental Complaints Service
37 Wimpole Street
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
General Dental Council
37 Wimpole Street
Telephone: 0845 222 4141 or 020 7887 3800
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:
or Telephone: 03000 616161 Monday to Friday, 8.30am to 5.30pm Excluding bank holidays
Approved By: Sarah-Jayne Smith
Date Published: 14/11/2023