Complaints Policy

What if I’m not happy?

We hope you do not have any cause to be dissatisfied with our service at Regency House. We take complaints very seriously and have a policy in place to make sure any problems can be dealt with swiftly and transparently.

In the first instance please telephone the practice. We will listen to you and try to resolve the issue as quickly and sensitively as possible.

If you feel you would like to put your complaint in writing please feel free to do so.   We will acknowledge your complaint in writing within three working days and enclose a copy of our complaints handling policy so that you know what to expect from us.

We will then investigate the circumstances of your complaint and get back to you within 10 working days by telephone or letter. If we are not able to resolve or fully explain the issue in that time we will advise you in writing why not and give you a time frame for resolution of the investigation.  This will be followed by a further letter upon completion of the investigation.

Our designated Complaints Manager is Mr Hatem Latif. However, if you have a complaint about your clinical care please address your dentist directly.

We keep comprehensive records of all complaints received.