At Rinse Dental, we are committed to delivering high-quality hygiene care and an exceptional patient experience. We value feedback and take all complaints seriously, viewing them as an opportunity to improve our services, strengthen trust, and ensure we meet the highest standards of patient care.
All concerns are handled courteously, efficiently, and promptly, and we aim to resolve issues as quickly as possible.
The person responsible for managing all complaints at the practice is:
Kirishanthy Balachandiran – Founder & Principal Dental Hygienist
We hope that most concerns can be resolved informally, at the time they arise, with the team member involved.
However, if you wish to make a formal complaint or if the matter cannot be resolved informally you can do so verbally, in writing, or by email.
If you raise a concern in person or over the phone, we will:
Listen carefully and, where possible, resolve the matter immediately
Record your details and the nature of your complaint if the Complaints Lead is unavailable
Acknowledge your complaint within 3 working days
Arrange for the Complaints Lead to contact you directly to discuss the issue
Written complaints are passed immediately to the Complaints Lead.
You will receive a written acknowledgement within 3 working days of us receiving your correspondence.
We aim to provide a full response within 10 working days.
If more time is required, for example, if clinical advice is needed we will notify you, explain the reason, and agree a new timescale.
If your complaint relates to clinical care, it will usually be referred to the treating clinician (unless you request otherwise).
Once our investigation is complete, we will respond via your preferred method: email, letter, or telephone.
If necessary, we may consult our professional indemnity provider for guidance, ensuring a fair and compliant response. Only relevant information will be shared, and confidentiality will always be respected.
All complaints are handled in the strictest confidence.
Only staff directly involved in investigating or resolving your concern will have access to the necessary information.
Patient records remain confidential at all times.
We keep a central record of all complaints and review them regularly as part of our commitment to clinical governance and quality improvement.
This helps us identify trends, make improvements, and share learning within the team to continually enhance your experience.
Complaints should normally be made within 12 months of the incident or 12 months from the date the issue became apparent.
However, we will always consider reasonable exceptions where there is a valid reason for the delay.
We aim to resolve all concerns within the practice wherever possible.
However, if you remain dissatisfied after completing our complaints procedure, you may contact the following independent organisations:
(The CQC does not investigate individual complaints but welcomes feedback about services.)
Submit feedback: https://www.cqc.org.uk/give-feedback-on-care
Tel: 03000 616161 (Mon–Fri, 8.30am–5.30pm, excluding bank holidays)
Handles complaints about private dental treatment.
Tel: 020 8253 0800 (Mon–Fri, 9am–5pm)
Website: https://dcs.gdc-uk.org/
For concerns about professional conduct.
Tel: 0854 222 4141 or 020 7887 3800
Website: https://contactus.gdc-uk.org/Complaint/Process/13
Your feedback helps us grow and ensures we continue providing safe, high-quality care for all patients.
If you have any concerns big or small please reach out.
We are always ready to listen.
