{"id":521,"date":"2025-10-12T11:13:32","date_gmt":"2025-10-12T11:13:32","guid":{"rendered":"https:\/\/tayloreddentalcare.co.uk\/keighley\/?page_id=521"},"modified":"2025-12-14T10:34:32","modified_gmt":"2025-12-14T10:34:32","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/tayloreddentalcare.co.uk\/keighley\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"521\" class=\"elementor elementor-521\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-174a2c25 e-flex e-con-boxed e-con e-parent\" data-id=\"174a2c25\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;slideshow&quot;,&quot;background_slideshow_gallery&quot;:[{&quot;id&quot;:2038,&quot;url&quot;:&quot;https:\\\/\\\/tayloreddentalcare.co.uk\\\/keighley\\\/wp-content\\\/uploads\\\/2025\\\/10\\\/slider1-.webp&quot;},{&quot;id&quot;:2039,&quot;url&quot;:&quot;https:\\\/\\\/tayloreddentalcare.co.uk\\\/keighley\\\/wp-content\\\/uploads\\\/2025\\\/10\\\/slider2.webp&quot;},{&quot;id&quot;:2040,&quot;url&quot;:&quot;https:\\\/\\\/tayloreddentalcare.co.uk\\\/keighley\\\/wp-content\\\/uploads\\\/2025\\\/10\\\/slider3-1.webp&quot;},{&quot;id&quot;:2041,&quot;url&quot;:&quot;https:\\\/\\\/tayloreddentalcare.co.uk\\\/keighley\\\/wp-content\\\/uploads\\\/2025\\\/10\\\/slider4-2.webp&quot;}],&quot;background_slideshow_slide_duration&quot;:4000,&quot;background_slideshow_slide_transition&quot;:&quot;slide_left&quot;,&quot;background_slideshow_loop&quot;:&quot;yes&quot;,&quot;background_slideshow_transition_duration&quot;:500}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-72d65dc8 elementor-widget elementor-widget-heading\" data-id=\"72d65dc8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Procedure<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1cc0808a e-flex e-con-boxed e-con e-parent\" data-id=\"1cc0808a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5590823f e-con-full e-flex e-con e-child\" data-id=\"5590823f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-385e63f5 elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"385e63f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints procedure<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5f3719 elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d5f3719\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Code of Practice for Patient Complaints<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73b53a8b elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"73b53a8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>In this practice we take complaints very seriously indeed 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71e77349 elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"71e77349\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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 customers\u2019 concerns in a caring and sensitive way.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7098744 elementor-widget-mobile__width-initial elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7098744\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ol><li>The person responsible for dealing with any complaint about the service which we provide Miss Amy McMahon, Group Practice Manager.<\/li><li>If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Group Practice Manager immediately. If the Group Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Group Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Group Practice 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 someone else to deal with it.<\/li><li>If the patient complains in writing or by email, it will be passed on immediately to the Group Practice Manager, Miss Amy McMahon.<\/li><li>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.<\/li><li>We will acknowledge the patient\u2019s complaint in writing and enclose a copy of this code of practice within three working days.<\/li><li>We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.<\/li><li>We will confirm the decision about the complaint in writing immediately after completing our investigation.<\/li><li>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.<\/li><li>If patients are not satisfied with the result of our procedure then a complaint may be made to:<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35145402 elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"35145402\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone:\u00a0<a href=\"tel:03450154033\" target=\"_blank\" rel=\"noopener\">03450 154 033<\/a>,\u00a0<a href=\"https:\/\/www.ombudsman.org.uk\/\" target=\"_blank\" rel=\"noopener\">www.ombudsman.org.uk<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b517b5e elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7b517b5e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ. Telephone:\u00a0<a href=\"tel:02082530800\">020 8253 0800<\/a>,\u00a0<a href=\"https:\/\/dcs.gdc-uk.org\/\" target=\"_blank\" rel=\"noopener\">dcs.gdc-uk.org<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61082de elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"61082de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThe General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone:\u00a0<a href=\"tel:08452224141\">08452 224 141\u00a0<\/a>, the dentists\u2019 regulatory body for complaints about professional misconduct.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2b62f33 e-con-full e-flex e-con e-child\" data-id=\"2b62f33\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5fc5a355 elementor-widget elementor-widget-shortcode\" data-id=\"5fc5a355\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\t\t<div data-elementor-type=\"container\" data-elementor-id=\"2477\" class=\"elementor elementor-2477\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3b18b8c1 e-con-full e-flex e-con e-child\" data-id=\"3b18b8c1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6179c1d5 elementor-widget elementor-widget-heading\" data-id=\"6179c1d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Contact<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-12e07270 elementor-widget elementor-widget-heading\" data-id=\"12e07270\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Get in touch\n<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2e3aec28 e-con-full e-flex e-con e-child\" data-id=\"2e3aec28\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3b36bef0 elementor-widget__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-image\" data-id=\"3b36bef0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"738\" height=\"956\" src=\"https:\/\/beige-worm-392572.hostingersite.com\/keighley\/wp-content\/uploads\/2025\/10\/Jasmine.webp\" class=\"attachment-large size-large wp-image-1450\" alt=\"jasmine\" srcset=\"https:\/\/tayloreddentalcare.co.uk\/keighley\/wp-content\/uploads\/2025\/10\/Jasmine.webp 738w, https:\/\/tayloreddentalcare.co.uk\/keighley\/wp-content\/uploads\/2025\/10\/Jasmine-232x300.webp 232w\" sizes=\"(max-width: 738px) 100vw, 738px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4f2de170 e-con-full e-flex e-con e-child\" data-id=\"4f2de170\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7886b535 elementor-widget__width-initial elementor-widget-laptop__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"7886b535\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Miss Jasmine Jolly\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-204f1a5 elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"204f1a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Call me for a chat to see how we can help?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2de6eeb6 elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2de6eeb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"tel:01274008456\">01274 008 456<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee1f198 elementor-widget__width-inherit form-1 elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"ee1f198\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"New Form\" aria-label=\"New Form\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"2477\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"ee1f198\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"Taylored Dental\" \/>\n\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-name elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-name\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tName\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[name]\" id=\"form-field-name\" class=\"elementor-field elementor-size-lg  elementor-field-textual\" placeholder=\"Full Name *\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-tel elementor-field-group elementor-column elementor-field-group-tel elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-tel\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tTel\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t<input size=\"1\" type=\"tel\" name=\"form_fields[tel]\" id=\"form-field-tel\" class=\"elementor-field elementor-size-lg  elementor-field-textual\" placeholder=\"Telephone Number *\" required=\"required\" pattern=\"[0-9()#&amp;+*-=.]+\" title=\"Only numbers and phone characters (#, -, *, etc) are accepted.\">\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tEmail\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-lg  elementor-field-textual\" placeholder=\"Email Address *\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-radio elementor-field-group elementor-column elementor-field-group-loc elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-loc\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tLocation\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t<div class=\"elementor-field-subgroup  elementor-subgroup-inline\"><span class=\"elementor-field-option\"><input type=\"radio\" value=\"Keighley\" id=\"form-field-loc-0\" name=\"form_fields[loc]\" required=\"required\"> <label for=\"form-field-loc-0\">Keighley<\/label><\/span><span class=\"elementor-field-option\"><input type=\"radio\" value=\"Idle\/Shipley\" id=\"form-field-loc-1\" name=\"form_fields[loc]\" required=\"required\"> <label for=\"form-field-loc-1\">Idle\/Shipley<\/label><\/span><span class=\"elementor-field-option\"><input type=\"radio\" value=\"Bradford\" id=\"form-field-loc-2\" name=\"form_fields[loc]\" required=\"required\"> <label for=\"form-field-loc-2\">Bradford<\/label><\/span><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-message elementor-col-100\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-message\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tMessage\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[message]\" id=\"form-field-message\" class=\"elementor-field elementor-size-lg  elementor-field-textual\" placeholder=\"Message\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-acceptance elementor-field-group elementor-column elementor-field-group-field_0625f47 elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_0625f47\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tAcceptance\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-subgroup\">\n\t\t\t<span class=\"elementor-field-option\">\n\t\t\t\t<input type=\"checkbox\" name=\"form_fields[field_0625f47]\" id=\"form-field-field_0625f47\" class=\"elementor-field elementor-size-lg  elementor-acceptance-field\" required=\"required\">\n\t\t\t\t<label for=\"form-field-field_0625f47\"><span style=\"font-size:12px; text-transform:lowercase; letter-spacing:0.5px;\"><span style=\"text-transform:uppercase;\">I<\/span> consent to my data being used in accordance to the <a href = \"https:\/\/tayloreddentalcare.co.uk\/keighley\/privacy-policy\/\"> Privacy Policy. <\/a><\/span><\/label>\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text\">\n\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_68b5a50]\" id=\"form-field-field_68b5a50\" class=\"elementor-field elementor-size-lg \" style=\"display:none !important;\">\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-recaptcha_v3 elementor-field-group elementor-column elementor-field-group-field_69e2729 elementor-col-100 recaptcha_v3-bottomright\">\n\t\t\t\t\t<div class=\"elementor-field\" id=\"form-field-field_69e2729\"><div class=\"elementor-g-recaptcha\" data-sitekey=\"6Lfvxj8sAAAAAASqjtZxVFsxD37GlDWLmyfEmi_L\" data-type=\"v3\" data-action=\"Form\" data-badge=\"bottomright\" data-size=\"invisible\"><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-100 e-form__buttons\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-md\" type=\"submit\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Send Enquiry<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/form>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Procedure Complaints procedure Code of Practice for Patient Complaints In this practice we take complaints very seriously indeed and 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