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Complaints Policy


Moss Grove Dental Practice is committed to providing a high level service to our patients. If you do not receive a satisfactory service from us we need you to tell us about it. This will help us to improve our standards.


Complaints Procedure


If you have a complaint, please contact Sue Pickering, Practice Manager. You can write to her at: Moss Grove Dental Practice, 5a Moss Grove, Kingswinford, DY9 0XR or email:


Next steps


  1. We will send you a letter, an email or contact you by telephone acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect contact from the practice within 2-5 days of us receiving your complaint.
  2. We will record your complaint in our central register within a day of having received it.
  3. We will acknowledge your reply to our acknowledgment letter/email/telephone call and confirm what will happen next. You can expect to receive our acknowledgement letter/email/phone call within 2-5 days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps;
  5. We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
  6. We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.
  7. Sue Pickering will then invite you to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.
  8. Within 2 days of the conversation with Sue, she will write to you or call you to confirm what took place and any solutions she has agreed with you.
  9. If you do not want to discuss over the phone or by face to face meeting or it is not possible, Sue will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.


At this stage, if you are still not satisfied, you can write to us again. Another Principal of the Practice will review Sue’s decision within 10 days.


Complaints can also be made online on the Moss Grove Dental Practice website



     10. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons.


If we have to change any of the time scales above, we will let you know and explain why.



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