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 is Dr Michael Rowland, Principal Dentist.
  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 Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist 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 Principal Dentist. 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 Principal Dentist, Dr Michael Rowland.
  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: 03450 154 033 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: 08452 224 141, the dentists’ regulatory body for complaints about professional misconduct.

north down dental shape
google icon

What our Patients Say

stars

From the very second I walked through the door, I felt very welcomed. Morgan did my initial introduction and did the first part of my free consultation; he was very...

Peter E

stars

I’ve just completed my smile journey. From the first day I walked through the door, it felt like the right place for me. All the staff are so friendly. Clare,...

Iris M

stars

Very grateful to have got my implants in yesterday after worrying about my previous implant failure in January. I am thankful to Michael and Morgan for their patience with me...

Margaret M

stars

Everything was excellent. Michael and Morgan were brilliant.

Valerie M

stars

I went to Dr Michael Rowland for a consultation and was extremely impressed with the whole setup. Excellent facilities. Dr Michael Rowland took scans and explained exactly what options I...

Billy G

Learn More
north down dental shape2

General Dentistry

Happy smiles. Great results

Learn More

Cosmetic Dentistry

Improving smiles… naturally

Learn More

Dental Implants

Shine confidently again

Learn More

General Dentistry

Happy smiles. Great results

Learn More

Cosmetic Dentistry

Improving smiles… naturally

Learn More

Dental Implants

Shine confidently again

Learn More

Meet the team

Meet the Team

Dr Michael Rowland

Principal Dentist

Team - North Down Dental

Dr Peter Turner

Specialist Orthodontist

Team - North Down Dental

Dr Conor Armstrong

Specialist Orthodontist

Team - North Down Dental

Dr Judith Finlay

Specialist Orthodontist

Team - North Down Dental

Dr Karl Grimes

Specialist Orthodontist

Dr Michael Rowland

Principal Dentist

Team - North Down Dental

Dr Peter Turner

Specialist Orthodontist

Team - North Down Dental

Dr Conor Armstrong

Specialist Orthodontist

Team - North Down Dental

Dr Judith Finlay

Specialist Orthodontist

Team - North Down Dental

Dr Karl Grimes

Specialist Orthodontist

instagram thumb1
instagram thumb2
instagram thumb3
instagram thumb4
Google Rating
4.9
Google Rating
Google-review