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Complaints Procedure

What constitutes a ‘complaint’?

At Mortiboys Dental Spa, we take our work very seriously and we try our utmost to ensure that all communications are clear. We also monitor all areas of practice carefully to ensure we comply with all relevant guidelines.

Despite every effort to ensure complete satisfaction from our patients and associates, very occasionally, a non-conformance with our customer expectations may occur; this might be an ‘untoward incident’; an accident; a late delivery of treatment and/or physical goods; or breakdowns of equipment.

Should you experience a non-conformance which cannot be resolved at the time of the event, you may wish to make a formal complaint. We treat all complaints seriously and use them to identify any weaknesses in the practice in order to improve our customer care.

What do I do if I want to make a formal complaint?

Please address any complaints in writing to our Patient Relations Manager (Kim Mortiboys) at the following address:

Mortiboys Dental Spa
Phoenix House
Forest Road
East Horsley
KT24 5HE

Please mark your letter as Private and Confidential and ensure you have included contact details for us to send a response.

What happens once I have sent a letter of complaint??

Our initial response will be sent within three working days.

Our Patient Relations Manager will then investigate any complaints thoroughly; discussing any issues in depth with the relevant party i.e. the treating Dentist or Clinical Director. Any other team members involved in an incident will also be interviewed.

In the event of a complaint being made about a Dentist or Hygienist, they will inform their Medico-Legal indemnity organisation immediately.

Following thorough investigation, you will be informed of the outcome. Our Patient Relations Manager will then invite you to attend the practice to discuss possible solutions; you will receive a letter outlining this information within 10 working days of us receiving your complaint.

What happens once we have reached a solution?

Once we have reached a mutual agreement that the complaint has been sufficiently resolved, we will complete our Non-conformance Record to show that the case has been closed. A copy of this will be stored within your file (either digitally or physically within your notes) for future reference.

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