Legal

Complaints Procedure

Last updated: 26 June 2026

We aim to provide the highest standard of care to every patient. If something has not met your expectations, we want to know so we can put it right and improve. We treat all concerns seriously, in confidence, and without affecting your future care.

1. How to raise a concern

You can raise a concern in person, by telephone, by email or in writing. Please address complaints to our Complaints Manager:

If your complaint is about the treatment you received, it helps if you can raise it as soon as possible, while the details are fresh.

2. How we will handle your complaint

• We will acknowledge your complaint in writing within 3 working days.
• We will investigate the matter and aim to give you a full written response within 10 working days. If we need more time — for example to speak with the clinician involved — we will explain why and give you a revised date.
• We will explain what we have found, what we will do, and offer to discuss the outcome with you.
• We will keep a confidential record of your complaint and our response, separate from your clinical records.

3. If you are not satisfied

Vestadent provides private dental care only; we do not provide NHS treatment. If you are not happy with our response, you can ask for the matter to be reviewed. You may also contact an independent body:

Private treatment

The Dental Complaints Service (DCS) provides a free, impartial service for resolving complaints about private dental care.

Professional conduct

The General Dental Council (GDC) regulates dental professionals in the UK. You can contact the GDC at gdc-uk.org.

Quality and safety of care

The Care Quality Commission (CQC) regulates dental practices in England. While the CQC does not resolve individual complaints, it welcomes information about people's experiences of care. You can contact the CQC at cqc.org.uk or on 03000 616161.

Personal data

If your concern is about how we have handled your personal information, you can also contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

4. Confidentiality

All complaints are handled confidentially and in line with our Privacy Policy. Making a complaint will never affect the quality of care you receive from us.