The Dental Practice – Complaints PolicyYour Rights and Responsibilities

Complaints procedure: download our Complaints Policy here.

We aim to make your experience at the practice as pleasurable as possible. However, should you have any complaints or comments, please contact Caroline West BDS, Associate Dentist at The Practice, who is also our Complaints Manager .

If you would like support in making a complaint you can get help from Healthwatch Hertfordshire and POhWER, ( a patient advocacy organisation).
You can contact NHS England if you would rather not come directly to the practice.
If you are not happy with the way in which your formal complaint was handled, (either by the dental practice or NHS England), you can go to to the Parliamentary and Health Service Ombudsman (PHSO).
The PHSO makes the final decision on complaints that have not been resolved by the NHS in England.
For private dental treatment that has not been resolved in-house, contact the GDC’s Private Dental Complaints Service.

Should you wish to seek further information the Oral Health Foundation may be contacted here via the Oral Health Foundation Helpline: 01788 539780.

Confidentiality and dental records:

We take patient confidentiality extremely seriously and all personal information is treated in the strictest confidence. Only members of staff have access to patient information. All our patient records are securely stores at our practice to ensure that any patient information is only accessed as part of your treatment. No information will ever be released to a third party without your express permission or where required by law. We have a strict confidentiality policy. To see a copy of this policy or if you would like further information regarding your rights to view your patient records please ask at reception.

Data Protection:

GDPR guidelines. Click here:

Data Protection for Patients

Methods of payment:

We accept the following methods of payments at the practice: cash and all major credit and debit cards.

If you are exempt from NHS dental charges, please bring along proof of entitlement at each visit.

Practice policies, (available on request):

  1. Infection control policy
  2. Confidentiality policy
  3. Complaints policy

Other policies are available on request.

Patient conduct:

Patients who are violent or abusive to practice personnel, to other patients or anyone else on the practice premises will be refused treatment and reported to the appropriate authorities.


The Dental Practice is fully compliant with Care Quality Commission (CQC) regulations.

Find out about how we protect your data at The Dental Practice.
Click here.