COMPLAINTS POLICY This Complaints Policy meets nationally agreed criteria. We value all complaints, comments and suggestions. We take them seriously and we learn from them, so as to improve our service. It is important to deal with complaints quickly, within the practice. This may avoid the complaint being taken further i.e. to the Health Authority or a solicitor. All members of staff must do their best to ensure complaints do not happen, by following good Health & Safety and Cross-Infection Control practice and being polite and courteous at all times. Often an apology for running late will avoid a future complaint. The objectives of this policy are to enable the patient to express concern and for the practice to provide them with an explanation, apologise and take remedial action where necessary. The practice manager Janice Jones is responsible for administering the Complaints Policy. Any verbal complaint will be passed an to Janice Jones straight away, however if the complaint is clinical in nature she will pass it on to the dentist concerned. If the patient makes a written complaint their letter will be acknowledged within 2 working days. Their complaint will be investigated within 10 working days of the complaint being received. Any delay in making the decision will be communicated to the patient in writing. We may refer complaints to our Defence Organisations. It is important not to commit the practice until a complaint has been investigated. Proper records will be kept of each complaint.