Complaints - Code of practice

Ipswich Orthodontic Centre takes complaints very seriously indeed and try to ensure that all our patients are pleased with their experience and hope that you never have reason to complain about any aspect of the services we provide. However, if there is something you’re not entirely happy with you should contact Denise Hender, Practice Complaints Manager and she will try and resolve your issue as promptly as possible.

Our aim is to react in the way in which we would want our concerns about a service to be handled. We will respond to customers’ concerns in a caring and sensitive manner and if we have made a mistake we will ensure we learn from it.

Ipswich Orthodontics Complaints procedure is as follows:


NHS Patients
  1. Complaints Direct To Practice:
    1. If you are speaking with a member of staff in person they will listen to your complaint and offer to refer you to our Complaints Manager immediately. If the Complaints Manager is not available at the time, arrangements will be made for the Complaints Manager to contact you. The member of staff will then make a written record of your complaint and pass it on to the Complaints Manager for further action.
    2. You can also contact our Complaints Manager direct by phone, letter, in person or by email:
    3. You can expect to receive an acknowledgement of your complaint within 3 working days along with a copy of this Complaints Code of Practice.
    4. Our Complaints Manager will contact you to discuss the complaint at an agreed time and confirm with you how you would like to be kept informed of developments eg. telephone, face to face meeting, letters or email. We will provide you with an estimated response time. If you would prefer not to discuss the complaint we will write to you to inform you of the estimated timescale for completing the process.
    5. We will seek to investigate and respond as efficiently as possible and will, as far as reasonably practicable, keep you informed as to the progress of the investigation. Investigations will normally be completed within six months.
    6. On completion of the investigation we will provide you with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
    7. If following our response you require further response to your concerns we would be happy to respond again or arrange a meeting to try to resolve the concern you have.
    8. We hope through our practice complaints process we are able to resolve the problem.

  2. We would of course like the opportunity to resolve any complaints our customers have ourselves, but should you prefer not to contact us directly NHS Patients can make their complaint direct to:

    NHS England, PO Box 16738, Redditch, B97 9PT. Telephone 0300 311 2233 or email: with “For the attention of the complaints team” in the subject line.

    If NHS patients are not satisfied with the result of either of the above procedures your complaint can then be referred to:

    Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone 0345 015 4033 or
Private Patients
  1. Complaints Direct To Practice
    Complaints should be made direct to practice as (a) above

  2. We would of course like the opportunity to resolve any complaints our customers have ourselves, but should you prefer not to contact us directly Private Patients can contact:

    The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA. Telephone: 020 8253 0800 or

Date last reviewed: February 2021
Date to review: February 2022