complaints policy

It’s our aim to always have satisfied patients, to meet your expectations of customer service, and resolve any complaints as efficiently, effectively and politely as a possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. 

We learn from complaints to improve our care and service. We will never discriminate against patients have made a complaint would be happy to answer any questions you may have about this procedure. 

If you're not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. 

Sarah Fiddaman is the Complaints Manager and will be your primary contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, if you complain in writing (email or via letter) an acknowledgement will be sent within 3 working days and we will aim to provide a full response in writing as soon as practical. 

You can send your complaints to 448 Wokingham Road, Earley Berkshire RG6 7HX, call us on 0118 9669 991 or email the Complaints Manager on team@theevergreendentist.com. These contact details are applicable for both sites (Earley & Reading). 

If the Complaints Manager is unavailable, we will take brief details about the complaint, and forward this information no later than the next working day. 

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every 10 working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed. 

When the investigation has been completed, you'll be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. Solutions could include replacing treatment, refunding fees paid, referring you for specialist treatment or other solutions that meet your needs and resolve the complaint. 

We regularly analyse patient complaints to learn from them and improve our services. That's why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below. 

GDC private complaint service can be contacted by calling 0208 253 0800 (Monday-Friday 9am-5pm) 

You can also contact the Care Quality Commission (CQC) who regulates private dental care services in England by calling 03000 616161 who may be able to help. They can take action against a service provider that is not meeting their standards.