Complaints policy

Last Updated: 3 Dec. 2025

At East Harling Dental Care, we are committed to providing high-quality dental care and excellent patient service. However, we recognise that occasionally things may not go as expected. When this happens, we encourage you to let us know so we can resolve the issue quickly, learn from it, and improve our service.

1. How to Make a Complaint

If you are unhappy with any aspect of your care or experience at our practice, please contact us directly as soon as possible so we can address your concerns.

You can make a complaint in any of the following ways:

• In person: Speak to a member of our team at the practice.
• By phone: Call us on 01953 661395.
• By email: Send your complaint to pm@eastharlingdental.co.uk.
• In writing:
East Harling Dental Care
Old Court House, Church Road, East Harling, Norwich NR16 2NB

Please provide as much detail as possible about your complaint, including dates, names (if known), and a description of what happened.

2. How We Handle Complaints

We take all complaints seriously and aim to resolve them promptly and fairly.
• Your complaint will be acknowledged within three working days of receipt.
• We will carry out a thorough investigation and aim to respond fully within ten working days.
• If the investigation takes longer, we will keep you updated on progress and let you know when you can expect a full reply.

Our goal is to resolve all complaints informally and efficiently, and to provide a clear explanation or appropriate remedy wherever possible.

3. If You Are Not Satisfied

If you are not satisfied with our response, or prefer to raise your concern externally, you can contact:

For Private Dental Treatment:
Dental Complaints Service
37 Wimpole Street, London W1G 8DQ
📞 020 8253 0800
🌐 www.dentalcomplaints.org.uk

For Regulatory Matters:
General Dental Council (GDC)
37 Wimpole Street, London W1G 8DQ
🌐 www.gdc-uk.org

4. Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy. Raising a complaint will not affect your ongoing or future treatment at our practice.

5. Continuous Improvement

Every complaint helps us improve the care and service we provide. We review all feedback regularly to identify trends and make positive changes where needed.