Complaints Procedure

COMPLAINTS PROCEDURE

Effective date: 30 August 2026

Market Cross Dental is committed to providing high-quality care and treating every patient with courtesy, respect and understanding. We welcome feedback and take concerns seriously.

Making a complaint will not adversely affect the care or consideration you receive from us.

How to make a complaint

Please address complaints to:

Louise Nulty
Practice Manager
Market Cross Dental
The Market Cross, 1st Floor
Cornhill
Bury St Edmunds
Suffolk
IP33 1BT

Email: manager@marketcrossdental.co.uk

Please include:

  • Your name and contact details.

  • The name of the patient, if you are contacting us on their behalf.

  • A clear description of your concern.

  • Relevant dates, clinicians or appointments.

  • What you would like us to do to resolve the matter.

If you are complaining on behalf of another person, we may need their written authority before discussing confidential information.

What happens next

We will:

  1. Acknowledge your complaint within three working days.

  2. Confirm how you would prefer us to communicate with you.

  3. Explain how the complaint will be investigated and agree an appropriate response timescale.

  4. Aim to provide a full written response within 20 working days.

  5. Keep you informed if the investigation requires longer. Updates will be provided at least every ten days.

  6. Provide a written explanation of our findings, any appropriate apology and any action proposed to resolve the matter or improve our service.

Where practicable, a request for further review will be considered by a senior person who was not directly involved in the original response.

Complaints are handled confidentially and recorded separately from the patient’s clinical records, except where clinical information is necessary to investigate the concern safely and fairly.

Independent help with private dental complaints

If we have been unable to resolve your complaint, you may contact the Dental Complaints Service. It provides a free and impartial service concerning private dental care.

Dental Complaints Service
Telephone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: https://dcs.gdc-uk.org

The Dental Complaints Service will normally expect you to have completed the practice’s complaints procedure first.

If your treatment was funded through a dental plan or finance provider, that organisation may also operate its own complaints procedure.

Concerns about the practice or a dental professional

The Care Quality Commission welcomes information about the quality or safety of regulated services in England, although it does not resolve individual complaints:

https://www.cqc.org.uk/give-feedback-on-care

The General Dental Council considers serious concerns about the conduct, health or professional performance of registered dental professionals:

https://www.gdc-uk.org/raising-concerns

Accessible information

Please contact Louise Nulty if you require this procedure in another format or need reasonable assistance in making a complaint.