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.

The person responsible for dealing with any complaint about the service which we provide Sarah McCammond, Practice Manager.
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.
If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Sarah McCammond.
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.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
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.
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

Get in touch

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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

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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.

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🦷✨ New Patients Welcome! ✨🦷

Looking for quality dental care? Brunswick Dental are accepting new private patients - limited spots available! 🌟

👉 Call us today on 0191 236 81 91 to register your enquiry.
✉ Email us at info@brunswickdental.dental
🌐 Visit our website to explore our fantastic membership options: www.brunswickdental.dental

Act fast and secure your spot for a healthier, brighter smile today! 😁

#BrunswickDental #NewPatients #DentalMemberships #LimitedSpaces #YourSmileMatters #BookToday #DentistNewcastle #NorthEastDentist

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🦷✨ New Patients Welcome! ✨🦷

Looking for quality dental care? Brunswick Dental are accepting new private patients - limited spots available! 🌟

👉 Call us today on 0191 236 81 91 to register your enquiry.
✉ Email us at info@brunswickdental.dental
🌐 Visit our website to explore our fantastic membership options: www.brunswickdental.dental

Act fast and secure your spot for a healthier, brighter smile today! 😁

#BrunswickDental #NewPatients #DentalMemberships #LimitedSpaces #YourSmileMatters #BookToday #DentistNewcastle #NorthEastDentist

🚨 Fractured Front Tooth? That’s exactly what brought this patient to us – he needed a fixed solution, and fast. 🦷✨

After visiting us for a FREE dental implant consultation, he walked away with his confidence (and his smile) fully restored. 💪😁

If you’re in a similar situation, don’t wait – we’re here to help. Call us today on 0191 236 8191 for more information or to book your free consultation! 📞👨‍⚕️ #DentalImplants #SmileRestoration #ConfidentSmile #FreeConsultation #BeforeAndAfter

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🚨 Fractured Front Tooth? That’s exactly what brought this patient to us – he needed a fixed solution, and fast. 🦷✨

After visiting us for a FREE dental implant consultation, he walked away with his confidence (and his smile) fully restored. 💪😁

If you’re in a similar situation, don’t wait – we’re here to help. Call us today on 0191 236 8191 for more information or to book your free consultation! 📞👨‍⚕️ #DentalImplants #SmileRestoration #ConfidentSmile #FreeConsultation #BeforeAndAfter

📣 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
✅ FREE Retainers
💸 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

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📣 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
✅ FREE Retainers
💸 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

We are now closed for May Day Bank Holiday weekend, we will re-open 9am on Tuesday 6th May. Have a lovely 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.

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🦷✨ Today we’re celebrating National Dental Hygiene and Therapy Day – marking the anniversary of Direct Access coming into effect in 2013!

But what is Direct Access? It means patients can see a dental hygienist or therapist without needing a dentist’s referral – giving you easier, quicker access to essential care.

Our skilled dental hygienists and therapists play a vital role alongside our dentists, providing treatments like:
✔️ Professional scale & polish
✔️ Air polishing for a brighter smile
✔️ Gum health treatments
✔️ Oral hygiene advice to keep your teeth and gums healthy

✅ We still have appointments available for Direct Access bookings! Whether you’re due a clean or want to refresh your smile, get in touch today – no dentist referral needed.

📞 0191 236 8191

Let’s keep those smiles healthy and sparkling! 😁

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🦷✨ Today we’re celebrating National Dental Hygiene and Therapy Day – marking the anniversary of Direct Access coming into effect in 2013!

But what is Direct Access? It means patients can see a dental hygienist or therapist without needing a dentist’s referral – giving you easier, quicker access to essential care.

Our skilled dental hygienists and therapists play a vital role alongside our dentists, providing treatments like:
✔️ Professional scale & polish
✔️ Air polishing for a brighter smile
✔️ Gum health treatments
✔️ Oral hygiene advice to keep your teeth and gums healthy

✅ We still have appointments available for Direct Access bookings! Whether you’re due a clean or want to refresh your smile, get in touch today – no dentist referral needed.

📞 0191 236 8191

Let’s keep those smiles healthy and sparkling! 😁

✨ Smile gap? We’ve got you covered! ✨
Check out this amazing transformation using a dental implant – the gold standard for a permanent, natural-looking smile.

Why choose us?
🏆 Award-winning implant dentist
🦷 Fit over 1600 dental implants
📚 Mentor to other dentists learning the latest implant techniques
✅ 98% success rate
💬 Friendly, professional care from start to finish

Want to know more? Got a gap or looking for a permanent solution?
📞 Call us on 0191 236 8191 or
📩 Drop us a message – we’re happy to help!

#DentalImplants #SmileTransformation #BeforeAndAfter #BrunswickDental #ImplantDentist #PermanentSmile #DentalCare #ConfidenceStartsHere #dentsplyimplants

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✨ Smile gap? We’ve got you covered! ✨
Check out this amazing transformation using a dental implant – the gold standard for a permanent, natural-looking smile.

Why choose us?
🏆 Award-winning implant dentist
🦷 Fit over 1600 dental implants
📚 Mentor to other dentists learning the latest implant techniques
✅ 98% success rate
💬 Friendly, professional care from start to finish

Want to know more? Got a gap or looking for a permanent solution?
📞 Call us on 0191 236 8191 or
📩 Drop us a message – we’re happy to help!

#DentalImplants #SmileTransformation #BeforeAndAfter #BrunswickDental #ImplantDentist #PermanentSmile #DentalCare #ConfidenceStartsHere #dentsplyimplants

🐣 We are now closed for Easter weekend, we will re-open 9am on Tuesday 22nd April. Have a lovely weekend everyone 🐣

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

ℹ️ For all other patients incase of an emergency please call NHS 111.

#dentistnewcastle #happyeaster

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🌍✨ Worldwide recognition for our very own Nigel! 🦷📚

We’re beyond proud to announce that our Practice Owner and Principal Dentist, Nigel, has been featured in the latest Ethoss Dental Implant Case Study Book — a global celebration of excellence in implant dentistry! 💪🌟 @ethossregeneration

With over 1600 implants placed since 2016, a passion for cutting-edge technology and a dedication to mentoring fellow dentists, Nigel continues to set the bar high.

When it comes to permanent, fixed solutions — he’s the dentist you can trust.

#DentalExcellence #EthossRecognition #DentalImplants #ImplantDentist #TrustedExpert #Mentor #WorldClassDentistry #NigelSmiles #Ethoss #DentsplyDentalImplants #DentistNewcastle

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🌍✨ Worldwide recognition for our very own Nigel! 🦷📚

We’re beyond proud to announce that our Practice Owner and Principal Dentist, Nigel, has been featured in the latest Ethoss Dental Implant Case Study Book — a global celebration of excellence in implant dentistry! 💪🌟 @ethossregeneration

With over 1600 implants placed since 2016, a passion for cutting-edge technology and a dedication to mentoring fellow dentists, Nigel continues to set the bar high.

When it comes to permanent, fixed solutions — he’s the dentist you can trust.

#DentalExcellence #EthossRecognition #DentalImplants #ImplantDentist #TrustedExpert #Mentor #WorldClassDentistry #NigelSmiles #Ethoss #DentsplyDentalImplants #DentistNewcastle

🌸 Our Spring Newsletter is here! 🌸
Meet our new dentist, catch up on some exciting team news, and dive into this season’s hot topic: what causes toothache and how regular check-ups can help stop it in its tracks. 🦷✨

We’re also spotlighting the powerful link between oral health and overall wellbeing, plus a special focus on children’s teeth grinding—a timely issue with mental stress in the spotlight.

📰 There’s plenty to smile about—head to the link in our bio to read the full newsletter!

#SpringSmiles #OralHealthMatters #DentalWellness #ToothacheTips #HealthySmiles #ChildrensDentalHealth #DentistNewcastle

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If your dentures don’t fit like they used to before — you’re not alone. Just like many of Dr Gough’s happy patients, you can feel confident, comfortable, and proud of your smile again. 🙌

✅ Natural look
✅ Better fit
✅ Boosted confidence

📍 At Brunswick Dental, we can help you by creating dentures that feel good and look great. Ready for your own before-and-after moment?

👉 Book your consultation today.
Let’s bring back that confident smile! 😄

#BrunswickDental #DentureUpgrade #SmileTransformation #ConfidentSmile #BeforeAndAfter #DrGoughSmiles #DentistNewcastle

6 1

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If your dentures don’t fit like they used to before — you’re not alone. Just like many of Dr Gough’s happy patients, you can feel confident, comfortable, and proud of your smile again. 🙌

✅ Natural look
✅ Better fit
✅ Boosted confidence

📍 At Brunswick Dental, we can help you by creating dentures that feel good and look great. Ready for your own before-and-after moment?

👉 Book your consultation today.
Let’s bring back that confident smile! 😄

#BrunswickDental #DentureUpgrade #SmileTransformation #ConfidentSmile #BeforeAndAfter #DrGoughSmiles #DentistNewcastle

Complaints Procedure

Complaints Procedure