Complaints Procedure

At Olive Tree Dental, we aim to exceed our patients’ expectations by providing a personable, yet professional approach to all our patients, whilst paying close attention to each patients’ treatment & care plan. We try to ensure that all patients are pleased with their experience of our service, and we take any feedback, or concerns raised seriously. 

Whilst we strive for excellent service quality we are always seeking to improve and enhance the technologies & treatment offering we have, so if you have any concerns regarding any aspect of your care we want to hear from you. 

We will do our utmost to ensure that we really listen, take prompt actions & resolve your concern to your satisfaction professionally.

Our aim is to respond to your concerns in a caring manner, having done a detailed investigation whilst adhering to all private & confidentiality measures that are in place. 

The person responsible for dealing with any concerns about the service we provide in this practice is The Practice Manager.

If you raise an issue you are concerned or unhappy about on the telephone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction as soon as feasibly possible. 

If the person with whom you raise your concern is unable to resolve the issue for any reason, due to needing to investigate matters further, we will contact The Practice Manager. Should The Practice Manager be unavailable at the time, we will advise you when they are going to be available, and arrangements will be made for you to meet or speak with the Practice Manager (depending on your preference). 

If for any reason The Practice Manager is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for the Practice Principle Ashmai Zyada to take responsibility for dealing with your concern or complaint.

The team member with whom you first raised your concern will the details from you and pass these to The Practice Manager so that they can familiarise themselves with your concern / feedback prior to meeting with you or speaking to you over the phone.

If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately. You can send any written concerns via email to:  [email protected] – kindly ensuring the subject line is entitled “FAO Practice Manager – Patient Concern / Feedback”.

If you prefer posting a letter to Olive Tree Dental please post it to: 

Olive Tree Dental 
250 South Oak Way
Lime Square
RG2 6UG

We will acknowledge any concerns you raise in writing within 3-5 working days and we will also include a copy of this Code of Practice with our response. 

We will investigate your concern and report back within 10 working days of it being received. If we are unable to complete our investigations within 10 working days for any reason, we will notify you, providing you with reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

We will maintain comprehensive records of any concerns or complaints received on file.

We will aim to do everything we can in a timely manner in order to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other means available to you for raising concerns. These are:

The Dental Complaints Service for complaints about private treatment.
Address: Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: [email protected]

The General Dental Council (GDC) (the clinicians’ professional regulator].
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: [email protected] 

The Care Quality Commission (the regulator for all of health and social care)
Address:Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: [email protected]