At Dental Concepts we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.
The persons responsible for dealing with any complaint about the service that we provide are:
Dr Manish Chitnis or Dr Shilpa Chitnis, Complaints Managers for Andover, Whitchurch and Sandbanks.
Atul Kshirsagar is our Complaints Manager for Southampton.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of the complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for the practice owner(s) to deal with it.
Patients can complain verbally in person at the practice or by calling our main line on 01256 893517 and asking for the Complaints Manager for the practice concerned. Patients can also complain in writing by emailing the Complaints Manager on enquiries@dental-concepts.com or by letter to 67 Winchester Road Whitchurch, Hampshire RG28 7HW or for Southampton please send to: Southampton Dental Surgery, 2 Somerset Avenue, Bitterne, Southampton, SO18 5FL.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or email. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations for NHS complaints can be completed within six months, however, we prefer to have a swift resolution and will aim for 10 days.
When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taken as a result of the complaint.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
Complaints Manager - Dr Manish Chitnis
mc@dental-concepts.com | 07703724664
Complaints Manager (Southampton) - Mr. Atul Kshirsagar
atul.kshirsagar@dental-concepts.com | 07999649682
PLEASE BE AWARE THAT COMPLAINTS ABOUT NHS TREATMENT RECEIVED AT OUR PRACTICE CAN ONLY BE DEALT WITH BY ONE ORGANISATION: THE PRACTICE DIRECTLY OR NHS ENGLAND
NHS Complaints
To your local ICB. Find your local one here
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP,
Tel: 0345 015 4033
www.ombudsman.org.uk
Private Complaints
Dental Complaints Service, 37 Wimpole Street, London, W1M 8DQ
Telephone: 020 8253 0800 (Monday – Friday 9am-5pm)
Website - Dental Complaints Service (gdc-uk.org)
NHS & Private
Care Quality Commission, Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk/contact-us the regulating body for the dental practice
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter.
Financial Ombudsman - https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk/
The Financial Conduct Authority does not regulate instalment credit agreements for specific goods, at a fixed cost, which have a term less than 12 months.
Medenta Finance Limited, authorised and regulated by the Financial Conduct Authority No: 715523. Registered in Scotland, No: SC276679. Registered address: 50 Lothian Road, Festival Square, Edinburgh, EH3 9WJ. Tel: 01691684175. Medenta act as a credit broker, not a lender and will introduce practices to V12 Retail Finance Limited for which Medenta will receive an introduction commission from Secure Trust Bank plc, V12 Retail Finance Limited’s parent company.
V12 Retail Finance Limited is authorised and regulated by the Financial Conduct Authority. Registration number:679653. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH. Correspondence address: 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ. V12 Retail Finance Limited act as a credit broker, not a lender, and only offers credit products from Secure Trust Bank PLC for which they will receive a commission, the amount will vary depending on the amount of credit taken out but will not vary depending on the product chosen. Secure Trust Bank PLC trading as V12 Retail Finance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number: 204550. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH.
Terms and conditions apply. Written quotations are available on request from Secure Trust Bank PLC. Credit facilities are subject to status and affordability checks and only available to UK residents over the age of 18. Secure Trust Bank PLC reserves the right to decline any application. APR and repayment details are correct at time of publish.
Telephone calls are recorded for training and compliance purposes.
Dental Concepts, Unit 1B, 132 Weyhill Road, Andover, Hampshire SP10 3BE. Telephone 01264 313999. DC PVT LTD trading as Dental Concepts is a credit broker not a lender. Registered in England & Wales 09424299. Registered Address: Unit 1B, 132 Weyhill Road, Andover, Hampshire SP10 3BE
Review
This policy is reviewed annually.
Dr Manish Chitnis
Date: 9.2.2025
Previous review: 22.04.2024
9.2.25 Updated ICB Information.
Final reviewed - 9.01.2026
