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Complaints Procedure

Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Sarah McCammond, Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. 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 else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Sarah McCammond.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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🌟 WOW! Another glowing 5⭐️ Google review for Nigel & Ellie!

We’re beyond grateful for this amazing feedback from one of our recent dental implant patients. Your kind words are truly appreciated and inspire us to keep delivering the very best care every single day. 💬🦷✨

Thank you for trusting us with your smile! 😀 

#PatientPraise #DentalExcellence #TeamNigelAndEllie #5StarCare #DentalImplantSuccess #SmileTransformation
🦷 Lost Bridge? No Problem!

This patient had lived with a bridge for years, but when it came loose, he was ready for a more permanent solution. After visiting Nigel and attending a series of appointments, his smile was fully restored with dental implants — and he couldn’t be happier! 😁✨

At Brunswick Dental, we’re here to help if you’re dealing with:
✔️ A loose tooth
✔️ A failing bridge or crown
✔️ Poorly fitting dentures
✔️ A gap you’d like fixed

If you’re considering a long-term solution like dental implants, drop us a message right here or give us a call on 📞 0191 236 8191

Let’s bring back your confidence — one smile at a time! 💬🦷

#DentalImplants #SmileRestoration #BrunswickDental #ConfidentSmile #DentalCare #DentsplySirona #DentalImplantsNewcastle
💪 Big congratulations to Matthew, one of our dentists here at Brunswick Dental, who competed at the English National Powerlifting Championships earlier this month! 🏋️‍♂️

He smashed a personal best and took home 2nd place with an incredible total of 752.5kg lifted! 🥈🔥

With this momentum, Matthew’s now aiming for international selection later this year — we’re all behind you! 🌍

Well done, Matthew — you continue to lift both weights and smiles! 😄👏

#TeamBrunswick #PowerliftingDentist #StrongSmiles #DentalChamp #BrunswickDental #WorldsStrongestDentist
📱 We’re Now on WhatsApp! 💬
Brunswick Dental Practice is now just a message away!

You can now chat with us on WhatsApp for:
✅ Booking or changing appointments
✅ Quick questions or dental advice
✅ Info on treatments or offers
✅ Reminders and practice updates

💚 It’s fast, secure, and super convenient – perfect for busy lives!

📞 Save our number: 07440 771114
Send us a message today -we're here to help!

#BrunswickDental #WhatsAppUs #EasyDentalCare #PatientFocused #NewcastleDentist #SmileSupport #ModernDentistry
🌟 Meet Charis, our amazing Dental Hygienist! 🌟

🎓 Qualified from Teesside University, Charis is dedicated to helping our patients achieve healthy, radiant smiles. Her expertise includes professional cleanings, gum disease prevention, and personalized oral hygiene tips — all designed to keep your dental health in top shape!

✨ Beyond the clinic, Charis loves long walks to clear her mind, exploring new destinations, and diving into a good book. History buffs, take note — she’s passionate about visiting historical sites and discovering how geography has shaped cultures around the world.

#MeetTheTeam #DentalCare #OralHealth #TravelLover #HistoryEnthusiast
☀️ Our Summer Newsletter is Here! 🦷🌿

This season at Brunswick Dental, we’re asking:
Do you consider your teeth when dieting? 🥗🍎
Find out why your diet could be making or breaking your smile in our latest newsletter!

💥 SUMMER DEAL ALERT 💥
Save a massive £500 on Clear Aligners – the perfect time to get the straighter smile you’ve been dreaming of.

📰 Plus, don’t miss the latest practice news and updates from our team!

📲 Tap the link in our bio to read the full newsletter and make the most of our summer savings!

#BrunswickDental #SummerSmiles #ClearAligners #Save500 #HealthySmile #DentalCare #SmileMore #DentistDeals #NewcastleDentist
🎉 Huge congratulations to our amazing apprentice dental nurse, Sophie, who completed the Race for Life this weekend! 🏃‍♀️💪

You absolutely smashed it, Sophie — we’re so proud of your achievement and your dedication to such a meaningful cause. 💖👏

Your hard work and positivity shine both in and out of the practice. Well done! 🌟

#TeamHero #RaceForLife #ProudMoment #GoSophie #DentalNurseInTheMaking #CancerResearchUK #TeamSpirit
✨ Still looking for a new dentist?

Take just 1 minute to meet Dr. Matthew Gough at Brunswick Dental! 👋

Warm, welcoming, and passionate about dentistry, he’s currently accepting new patients – whether you join on a membership plan or pay-as-you-go.

📲 Register today:
📞 Call us: 0191 236 8191
💬 WhatsApp: 07440 771114
📥 Or just drop us a message here!

#BrunswickDental #NewPatientsWelcome #HealthySmile #MeetTheDentist #SmileWithConfidence #NorthEastDentist #DentistNewcastle
⏳ Last Few Months to Take Advantage of This Offer!
📣 Summer Clear Aligner Offer – Now Live! 😁☀️

Ready to transform your smile? Our Summer Smile Deal is officially on – and it’s too good to miss!

🌟 What’s included:
✅ FREE Consultation
✅ FREE Teeth Whitening
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💸 That’s a saving of over £500!
🗓️ Offer ends 1st September 2025

Why wait? Straighten your teeth virtually invisibly and smile with confidence this summer!

📞 Call us today 0191 236 8191 or
🌐 Visit brunswickdental.dental

#SummerSmile #ClearAligners #BrunswickDental #SmileConfidently #DentalOffer #StraightTeeth #3DentalAligners
How amazing are these results from using @boutiquewhitening_ 
Are you wanting a brighter smile for summer? ☀️😎 If you are interested in Teeth Whitening, call us today for more information on 0191 236 8191 
#boutiquewhitening #whiterteeth #teethwhitening #beforeandafterteethwhitening  #dentistnewcastle #dentistnortheast
We’re feeling the love this #FeedbackFriday 💙

A huge thank you to all of our wonderful patients who take the time to share their kind words and feedback—it truly means the world to us.

Read our heartfelt email from a patient and see why we love what we do.

A special shoutout to Matthew and Jo for going above and beyond—your care and dedication never go unnoticed! 🌟

Here’s to more smiles, great care, and the amazing community we’re lucky to be part of.

#ThankYou  #TeamBrunswickDental #Gratitude
We are now closed for Spring Bank Holiday weekend, we will re-open 9am on Tuesday 27th May. Have a fantastic weekend everyone ☀️ 

🅿️🅿️ For those patients on our ‘Practice Plan’ maintenance plan please call 0808 1698 117 for emergency cover.

ℹ️ For all other patients please call NHS 111.