T: 01204 526968

Complaints procedure

What is a complaint?

At Portman Dentalcare we pride ourselves on the high quality of care we provide our patients. We aim to look after you as we wish to be looked after ourselves. However, if you have any concerns or comments regarding your dental care, which you wish to raise, we will address these as a matter of priority.

How do I complain?

A complaint may be verbal or written and may be made to any member of the practice team.

How will my complaint be handled?

A verbal complaint will be immediately logged and we will try and resolve your concerns at the time. If appropriate, the Practice Manager, will be able to discuss your complaint to try and resolve the situation for you. As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician. Regarding a verbal complaint over your care, the treating clinician should be available to discuss and resolve your concerns.

You may make a complaint in writing to the practice, Practice Manager or practitioner. Your complaint will be handled as outlined below.

If we anticipate any delays in providing a full response, you will be notified and kept updated every ten working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you are not happy with how your complaint has been handled then our Complaints Manager, Dr Laura Hunter, can be contacted at laura.hunter@portmanhealthcare.co.uk

What do I do if I’m not satisfied with the outcome?

If your care was proved under an NHS contract, and you are not happy with the outcome of your complaint, you may contact NHS England

By post to:

NHS England,
PO Box 16738
B97 9PT

By email to: england.contactus@nhs.net

If your care was provided privately, and you are not happy with the outcome of your complaint, you may contact the Dental Complaints Service

  • By post to: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
  • By email to: info@dentalcomplaints.org.uk

If you remain dissatisfied with the resolution of your complaint then the Parliamentary Health and Service Ombudsman can be contacted on 0345 015 4033.

"I would like to thank you for the fantastic transformation you have achieved with my teeth. Your professionalism together with your team have achieved great results." - Malcolm Whittle

"I am writing to say thank you for seeing me so quickly when I had very bad toothache last week. I am now waiting to have my teeth mended at the hospital" - Ben Lloyd, Age 4

"I wish to express my gratitude for the way in which you cared for
my son William, following his recent accident"
- Lynn Edge

"You and your team are a credit to your profession and I haven't wasted
any time in recommending you to my friends"
- Jayne Murray

View more written testimonials »  |  View our video testimonials »

Online booking

You can now register and book an appointment in real time using our online booking form giving you the opportunity to choose your own appointment.


Opening Hours