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

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🌟 Supporting Mental Health in the Workplace 🌟

We’re proud to share that our amazing Practice Manager, Sarah, has recently completed an intensive 4-day Mental Health course! 👏

Through this training, she has gained a deeper understanding of mental health and wellbeing and can now identify early signs and symptoms of mental health concerns. This means she’s even better equipped to support our team and promote a positive, healthy workplace. 💙

Mental health matters, and we’re committed to ensuring our staff feel supported every step of the way! 💬✨

#MentalHealthMatters #WellbeingAtWork #SupportingOurTeam #MentalHealthAwareness #BrunswickDental

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🌟 Supporting Mental Health in the Workplace 🌟

We’re proud to share that our amazing Practice Manager, Sarah, has recently completed an intensive 4-day Mental Health course! 👏

Through this training, she has gained a deeper understanding of mental health and wellbeing and can now identify early signs and symptoms of mental health concerns. This means she’s even better equipped to support our team and promote a positive, healthy workplace. 💙

Mental health matters, and we’re committed to ensuring our staff feel supported every step of the way! 💬✨

#MentalHealthMatters #WellbeingAtWork #SupportingOurTeam #MentalHealthAwareness #BrunswickDental

✨ Another Smile Restored at Brunswick Dental! ✨

Nigel has worked his magic once again! This patient came to us feeling self-conscious about a growing gap between her teeth and discomfort while eating. She wanted a permanent, fixed solution – and that’s exactly what Nigel delivered!

With a single dental implant, a gum graft, and a custom crown, her smile is beautifully restored. And here’s the best part – even during the healing process, she had a fixed temporary crown! This means no gap or denture was needed while the implant was settling. Not only is she smiling with confidence, but she’s also enjoying her favourite foods again! 🍽️😁

Considering dental implants? Don’t wait any longer! Book your FREE dental implant consultation today:
📞 Call us on 0191 236 8191
📧 Email our dedicated implant nurse at implants.brunswick@gmail.com

#BrunswickDental #DentalImplants #SmileRestoration #ConfidentSmile #DentalCare #NoMoreGaps #DentsplySirona #DentalImplantsNewcastle

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✨ Another Smile Restored at Brunswick Dental! ✨

Nigel has worked his magic once again! This patient came to us feeling self-conscious about a growing gap between her teeth and discomfort while eating. She wanted a permanent, fixed solution – and that’s exactly what Nigel delivered!

With a single dental implant, a gum graft, and a custom crown, her smile is beautifully restored. And here’s the best part – even during the healing process, she had a fixed temporary crown! This means no gap or denture was needed while the implant was settling. Not only is she smiling with confidence, but she’s also enjoying her favourite foods again! 🍽️😁

Considering dental implants? Don’t wait any longer! Book your FREE dental implant consultation today:
📞 Call us on 0191 236 8191
📧 Email our dedicated implant nurse at implants.brunswick@gmail.com

#BrunswickDental #DentalImplants #SmileRestoration #ConfidentSmile #DentalCare #NoMoreGaps #DentsplySirona #DentalImplantsNewcastle

🦷✨ National Children’s Dental Health Month! ✨🦷

Choosing the right toothbrush for your child is the first step toward a lifetime of healthy smiles! 💙 At Brunswick Dental , we’ve put together a handy guide to help you make the best choice.

Check out our latest blog now 👉 Link in bio!

#ChildrensDentalHealthMonth #HealthySmiles #BrunswickDental #OralHealth #KidsToothbrush #DentalCare #ParentingTips #DentistNewcastle #

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🦷✨ National Children’s Dental Health Month! ✨🦷

Choosing the right toothbrush for your child is the first step toward a lifetime of healthy smiles! 💙 At Brunswick Dental , we’ve put together a handy guide to help you make the best choice.

Check out our latest blog now 👉 Link in bio!

#ChildrensDentalHealthMonth #HealthySmiles #BrunswickDental #OralHealth #KidsToothbrush #DentalCare #ParentingTips #DentistNewcastle #

🎉 500 Followers! 🎉

A huge THANK YOU to each and every one of you for your support, likes, comments, and shares! 💙 Your engagement means the world to us, and we’re so grateful to have such an amazing community.

Let’s keep smiling together! 😁 Keep following @brunswick.dental for more updates, tips, and dental care insights. 🦷✨ #ThankYou #500Followers BrunswickDental #DentistNewcastle #NewPatients

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🎉 500 Followers! 🎉

A huge THANK YOU to each and every one of you for your support, likes, comments, and shares! 💙 Your engagement means the world to us, and we’re so grateful to have such an amazing community.

Let’s keep smiling together! 😁 Keep following @brunswick.dental for more updates, tips, and dental care insights. 🦷✨ #ThankYou #500Followers BrunswickDental #DentistNewcastle #NewPatients

🦷 Do you grind your teeth?
Excessive teeth grinding (bruxism) can wear down enamel, leaving your teeth looking shorter, chipped, or uneven. Composite bonding is a simple and effective way to restore and reshape your teeth, giving you back a natural, healthy smile!

✨ Are you looking to restore your smile this year?
Composite bonding is a minimally invasive, pain-free solution that:
✔ Repairs chipped, worn, or discoloured teeth
✔ Closes small gaps without braces
✔ Reshapes uneven teeth for a more symmetrical look
✔ Provides instant results in just one visit!

👨‍⚕️ Dr. Gough is here to help!
Whether you grind your teeth or just want a smile makeover, composite bonding could be the perfect solution for you. Book a consultation with Dr. Gough at Brunswick Dental today and take the first step toward your dream smile!

📅 Appointments available from April, call us today 0191 236 8191

#BrunswickDental #CompositeBonding #SmileMakeover #HealthySmile #TeethGrinding #Bruxism #CosmeticDentistry #NewcastleDentist

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🦷 Do you grind your teeth?
Excessive teeth grinding (bruxism) can wear down enamel, leaving your teeth looking shorter, chipped, or uneven. Composite bonding is a simple and effective way to restore and reshape your teeth, giving you back a natural, healthy smile!

✨ Are you looking to restore your smile this year?
Composite bonding is a minimally invasive, pain-free solution that:
✔ Repairs chipped, worn, or discoloured teeth
✔ Closes small gaps without braces
✔ Reshapes uneven teeth for a more symmetrical look
✔ Provides instant results in just one visit!

👨‍⚕️ Dr. Gough is here to help!
Whether you grind your teeth or just want a smile makeover, composite bonding could be the perfect solution for you. Book a consultation with Dr. Gough at Brunswick Dental today and take the first step toward your dream smile!

📅 Appointments available from April, call us today 0191 236 8191

#BrunswickDental #CompositeBonding #SmileMakeover #HealthySmile #TeethGrinding #Bruxism #CosmeticDentistry #NewcastleDentist

🌟 Transform Your Smile with Dental Implants at Brunswick Dental! 🌟

Our patient was recommended to us by a friend, hoping to replace gaps in his smile. With the help of several dental implants and a custom implant bridge, his smile has been fully restored! Now, he can smile confidently again. 😁✨

If you’re ready to close the gaps and achieve a smile you’re proud of, we’re here to help!

📅 Book your FREE consultation today and take the first step towards your dream smile.

📞 Call us now on 0191 236 8191 or 📩 DM us to learn more!

#DentalImplants #SmileTransformation #ConfidentSmile #BeforeAndAfter #DentalCare #HealthySmile #FreeConsultation #SmileWithConfidence #DentistNewcastle #DentsplySirona

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🌟 Transform Your Smile with Dental Implants at Brunswick Dental! 🌟

Our patient was recommended to us by a friend, hoping to replace gaps in his smile. With the help of several dental implants and a custom implant bridge, his smile has been fully restored! Now, he can smile confidently again. 😁✨

If you’re ready to close the gaps and achieve a smile you’re proud of, we’re here to help!

📅 Book your FREE consultation today and take the first step towards your dream smile.

📞 Call us now on 0191 236 8191 or 📩 DM us to learn more!

#DentalImplants #SmileTransformation #ConfidentSmile #BeforeAndAfter #DentalCare #HealthySmile #FreeConsultation #SmileWithConfidence #DentistNewcastle #DentsplySirona

Welcome Back, Dr. Matthew Gough!

We’re thrilled to announce the return of Dr. Matthew Gough to our team at Brunswick Dental! 🦷✨ After completing his foundation year with us, he’s back and ready to welcome both new and returning patients.

🗓️ Spaces on his list are limited, so don’t wait!
Secure your spot today:
📩 Drop us a message
📞 Call us: 0191 236 8191
🌐 Visit: www.brunswickdental.dental

#BrunswickDental #WelcomeBack #HealthySmiles #NewDentist #DentistNewcastle #BrunswickDental

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Welcome Back, Dr. Matthew Gough!

We’re thrilled to announce the return of Dr. Matthew Gough to our team at Brunswick Dental! 🦷✨ After completing his foundation year with us, he’s back and ready to welcome both new and returning patients.

🗓️ Spaces on his list are limited, so don’t wait!
Secure your spot today:
📩 Drop us a message
📞 Call us: 0191 236 8191
🌐 Visit: www.brunswickdental.dental

#BrunswickDental #WelcomeBack #HealthySmiles #NewDentist #DentistNewcastle #BrunswickDental

✨ Smile Transformation by Dr. Matthew Gough! ✨

Dr Gough’s patient wanted to improve the alignment of his smile and Dr. Gough recommended clear aligners. After just 4 months of treatment, his smile has been transformed, leaving him feeling much more confident! 😁

Are you ready to take the first step toward your dream smile?

📞 Call us today at 0191 236 8191
💬 Or drop us a message to book your FREE consultation with Dr. Gough.

#SmileTransformation #ClearAligners #ConfidentSmiles #Orthodontics #FreeConsultation #NewPatients #DentistNewcastle

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✨ Smile Transformation by Dr. Matthew Gough! ✨

Dr Gough’s patient wanted to improve the alignment of his smile and Dr. Gough recommended clear aligners. After just 4 months of treatment, his smile has been transformed, leaving him feeling much more confident! 😁

Are you ready to take the first step toward your dream smile?

📞 Call us today at 0191 236 8191
💬 Or drop us a message to book your FREE consultation with Dr. Gough.

#SmileTransformation #ClearAligners #ConfidentSmiles #Orthodontics #FreeConsultation #NewPatients #DentistNewcastle

✈️🌍✨ Nigel has gone international to supercharge his skills and bring the latest dental implant knowledge to our patients seeking a permanent, life-changing solution with full arch implants! 🦷💥🙌💫 @fullarchclub
#FullArchImplants #DentalInnovation #BetterSmiles #PassionForDentistry #LevelUp #PatientCare #TransformYourSmile #BrunswickDental #DentistNewcastle

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✈️🌍✨ Nigel has gone international to supercharge his skills and bring the latest dental implant knowledge to our patients seeking a permanent, life-changing solution with full arch implants! 🦷💥🙌💫 @fullarchclub
#FullArchImplants #DentalInnovation #BetterSmiles #PassionForDentistry #LevelUp #PatientCare #TransformYourSmile #BrunswickDental #DentistNewcastle

🌧️ Today is known as Blue Monday, often called the “most depressing day of the year.” But it doesn’t have to be! 💙

We’ve put together some practical well-being tips to help you brighten your day and boost your mood. 🌟 Visit our website to read our latest blog and take a step toward feeling your best.

⬆️ Click the link in the bio to read

Let’s turn Blue Monday into a day of self-care and positivity! 💪✨ #NewBlog #BlueMonday #JanuaryBlues #DentistNewcastle #MotivationMondays

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🌧️ Today is known as Blue Monday, often called the “most depressing day of the year.” But it doesn’t have to be! 💙

We’ve put together some practical well-being tips to help you brighten your day and boost your mood. 🌟 Visit our website to read our latest blog and take a step toward feeling your best.

⬆️ Click the link in the bio to read

Let’s turn Blue Monday into a day of self-care and positivity! 💪✨ #NewBlog #BlueMonday #JanuaryBlues #DentistNewcastle #MotivationMondays

Looking for quality dental care this year? We’re accepting new private patients- limited spots available! 🌟

👉 Call us today on 0191 236 81 91 to register your enquiry.
📞 Need more info? Speak to our Patient Care Coordinator on 07440771114
✉ 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 #HappyNewYear

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Looking for quality dental care this year? We’re accepting new private patients- limited spots available! 🌟

👉 Call us today on 0191 236 81 91 to register your enquiry.
📞 Need more info? Speak to our Patient Care Coordinator on 07440771114
✉ 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 #HappyNewYear

🎄✨ Merry Christmas & Happy New Year! ✨🎄

To all our patients, followers, and staff:
Thank you for your support throughout a year of change and growth. We’re so grateful to have you with us!

Wishing you a joyful festive season and all the best for 2025. 🌟🎅

📅 Don’t forget to check our opening hours post for emergency care info and contact numbers!

#MerryChristmas #HappyNewYear #ThankYou #FestiveSeason

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🎄✨ Merry Christmas & Happy New Year! ✨🎄

To all our patients, followers, and staff:
Thank you for your support throughout a year of change and growth. We’re so grateful to have you with us!

Wishing you a joyful festive season and all the best for 2025. 🌟🎅

📅 Don’t forget to check our opening hours post for emergency care info and contact numbers!

#MerryChristmas #HappyNewYear #ThankYou #FestiveSeason

Complaints Procedure

Complaints Procedure