Last Updated: January 2026

At Manchester Dental, we are committed to providing high-quality dental care and excellent customer service. We value your feedback and take all complaints seriously. This policy explains how to raise a concern or complaint and what you can expect from us.

Our Commitment to You

We aim to:

• Listen to your concerns with respect and understanding
• Respond promptly and professionally
• Investigate all complaints thoroughly and fairly
• Learn from complaints to improve our services
• Resolve issues as quickly as possible
• Keep you informed throughout the process

What is a Complaint?

A complaint is an expression of dissatisfaction that requires a response. This could relate to:

• Clinical treatment or care provided
• Staff attitude or behavior
• Appointment scheduling or waiting times
• Communication or information provided
• Practice facilities or hygiene
• Billing or payment issues
• Privacy or data protection concerns
• Any other aspect of our service

How to Make a Complaint

Step 1: Speak to Us Directly

We encourage you to raise your concern as soon as possible. Many issues can be resolved quickly through direct communication.

In Person: Speak to any member of our team at reception or ask to speak with the Practice Manager.

By Phone: Call us on 0161 748 2674 during practice hours:

• Monday to Friday: 9:00 AM – 5:30 PM
• Saturday: 9:00 AM – 2:00 PM

By Email: Send your complaint to info@manchesterdental.co.uk

By Post: Write to us at:
Manchester Dental
154 Flixton Road
Urmston, Manchester
M41 5BG
Attn: Practice Manager

Step 2: Formal Written Complaint

If your concern is not resolved informally, or you prefer to make a formal complaint, please put it in writing. Include:

• Your name and contact details
• Patient details (if different from complainant)
• Date and details of the incident or issue
• Names of staff members involved (if known)
• What you would like us to do to resolve the issue
• Any supporting documents or evidence

Our Complaints Procedure

Acknowledgement (Within 3 Working Days)

We will:

• Acknowledge receipt of your complaint
• Provide you with a complaint reference number
• Confirm who will be investigating
• Explain the next steps and expected timescales

Investigation (Within 10 Working Days)

We will:

• Review your complaint thoroughly
• Examine relevant records and documentation
• Speak with staff members involved
• Gather all necessary information
• Assess what happened and why

Response (Within 20 Working Days)

We aim to provide a full written response within 20 working days of receiving your complaint. Our response will include:

• An explanation of what happened
• An apology if things went wrong
• Details of our investigation findings
• Actions we will take to prevent recurrence
• Information about further steps if you remain dissatisfied

If we need more time to investigate complex complaints, we will contact you to explain the delay and provide a revised timescale.

Who Handles Complaints?

Practice Manager: Rachel

Rachel is our Practice Manager and Treatment Coordinator. She handles most day-to-day complaints and service-related issues.

Principal Dentist: Dr. Nafees Zakir

For complaints involving clinical treatment, Dr. Nafees Zakir (Principal Dentist) will be involved in the investigation and response.

Types of Complaints

Clinical Complaints

Complaints about treatment, diagnosis, or clinical care will be reviewed by our clinical team. We may need to:

• Review your dental records and treatment notes
• Examine x-rays or clinical photographs
• Consult with specialist colleagues
• Arrange for an independent clinical opinion if necessary

Non-Clinical Complaints

Issues related to customer service, appointments, facilities, or administrative matters will be handled by our Practice Manager.

Billing and Payment Complaints

If your complaint concerns charges or payment:

• We will review your treatment plan and fee agreement
• Provide a detailed breakdown of charges
• Explain our payment policies
• Work with you to resolve any billing disputes

If You Are Not Satisfied

If you are not satisfied with our response, you have the right to take your complaint further:

1. Request an Internal Review

Ask us to review your complaint again. Contact:

• Practice Manager: Rachel
• Principal Dentist: Dr. Nafees Zakir

2. NHS Complaints Process (NHS Patients)

If you received NHS treatment, you can contact:

NHS England
Email: england.contactus@nhs.net
Phone: 0300 311 2233
Website: www.england.nhs.uk/contact-us/complaint

Parliamentary and Health Service Ombudsman
(After exhausting NHS England complaints process)
Phone: 0345 015 4033
Website: www.ombudsman.org.uk

3. General Dental Council (GDC)

For serious concerns about a dental professional’s fitness to practice:

General Dental Council
37 Wimpole Street
London
W1G 8DQ

Phone: 020 7167 6000
Email: information@gdc-uk.org
Website: www.gdc-uk.org

Note: The GDC does not handle service complaints but can investigate professional conduct and competence.

4. Dental Complaints Service (Private Patients)

For private treatment complaints that cannot be resolved locally:

Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Croydon
CR9 2ER

Phone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk

5. Care Quality Commission (CQC)

For concerns about the safety and quality of care:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Phone: 03000 616161
Website: www.cqc.org.uk

Complaints About Data Protection

If your complaint relates to how we handle your personal information, you can contact:

Information Commissioner’s Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Phone: 0303 123 1113
Website: www.ico.org.uk

Confidentiality

All complaints are treated confidentially. Information will only be shared with:

• Staff members directly involved in the investigation
• Relevant third parties where necessary to resolve the complaint
• Regulatory bodies if required by law

We will ask for your consent before sharing complaint details with external parties, except where legally required.

Record Keeping

We maintain records of all complaints for:

• Learning and service improvement
• Regulatory compliance
• Monitoring trends and patterns

Complaint records are kept securely and in accordance with data protection legislation.

Learning from Complaints

We regularly review complaints to:

• Identify areas for improvement
• Update policies and procedures
• Provide additional staff training
• Enhance patient experience
• Prevent similar issues occurring

Complaint trends are discussed at practice meetings and inform our quality improvement initiatives.

Vexatious or Unreasonable Complaints

While we welcome all genuine complaints, we reserve the right to restrict contact with individuals who:

• Make repeated complaints about the same issue after it has been fully investigated
• Use abusive, offensive, or threatening language
• Make unreasonable demands on staff time and resources

If this situation arises, we will write to explain our decision and the restrictions that will apply.

Support and Advocacy

If you need help making a complaint, you can contact:

Patient Advice and Liaison Service (PALS)
Available at most NHS hospitals for general advice

Local Healthwatch
Phone: 0161 225 3752
Website: www.healthwatchmanchesterco.uk

Citizens Advice
Phone: 0800 144 8848
Website: www.citizensadvice.org.uk

Time Limits

While there is no strict time limit for making a complaint, we encourage you to raise concerns as soon as possible. This allows us to:

• Investigate while events are fresh in people’s minds
• Access relevant records and information
• Take prompt action to prevent recurrence

Complaints made more than 12 months after an event may be harder to investigate thoroughly, though we will still consider them.

No Negative Impact on Care

Making a complaint will not adversely affect your future care or treatment at our practice. We are committed to providing the same high standard of care to all patients, regardless of whether they have made a complaint.

Contact Information

For all complaints and feedback:

Manchester Dental
154 Flixton Road
Urmston, Manchester
M41 5BG

Phone: 0161 748 2674
Email: info@manchesterdental.co.uk

Practice Manager: Rachel
Principal Dentist: Dr. Nafees Zakir BDS, PGCert, PGDip, MSc

Opening Hours:
Monday – Friday: 9:00 AM – 5:30 PM
Saturday: 9:00 AM – 2:00 PM
Sunday: Closed

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Summary of Your Rights

✓ Make a complaint about any aspect of our service
✓ Have your complaint acknowledged within 3 working days
✓ Receive a full response within 20 working days
✓ Request an internal review if dissatisfied
✓ Escalate to external bodies (NHS England, GDC, CQC, DCS)
✓ Receive support from advocacy services
✓ Have your complaint handled confidentially
✓ Continue receiving care without prejudice

We value your feedback and are committed to resolving your concerns fairly and promptly. Please don’t hesitate to contact us.