This website is operated by Brick Street Dentures (“we”, “our”, “us”).
Our registered address;
Old Nail Works, Brick Street, Sedgley,
Dudley DY3 1NT.
Our contact details are:
Phone: 01902 283 223
Email: enquiries@brickstreetdentures.co.uk
Complaints Lead: Sonika Kudhail / complaints@brickstreetdentures.co.uk / 01902 283 223
Date issued / last reviewed: 24/09/2026
1. Purpose
To ensure that any concerns or complaints about care, treatment, behaviour or service provided by [practice/clinician name] are handled fairly, promptly and in line with General Dental Council (GDC) expectations and relevant regulatory requirements. Our aim is to resolve issues at local level wherever possible and to use complaints positively to improve patient safety and service quality.
2. Scope
This procedure applies to all complaints made by patients, carers or representatives about the care, treatment, advice or other services provided by the clinical dental technician, including clinical, non-clinical and administrative matters.
3. Principles we follow
We follow the GDC’s complaints-handling best practice and core principles: be open, accessible, timely, fair, proportionate, and learning-focused. Complainants will be listened to, treated with respect, and given clear information about how the complaint will be handled.
4. How to make a complaint
You may make a complaint:
- In person — ask reception or make an appointment to speak to the Complaints Lead.
- By telephone — [Complaints Lead phone number].
- By email — [Complaints Lead email].
- In writing — send a letter to: Old Nail Works, Brick Street, Sedgley, Dudley DY3 1NT.
- On behalf of someone else — we will normally require the patient’s written consent unless they lack capacity or there are safeguarding reasons.
We will accept verbal or written complaints and will record verbal complaints in writing. If you need support (interpreter, advocate or alternative format), tell us and we will make reasonable arrangements.
5. Timescales and acknowledgements
- Acknowledgement: We aim to acknowledge all complaints (by telephone, email or letter) within 3 working days of receipt.
- Initial response / outcome: We aim to provide a full written response within 10 working days where possible. If we cannot provide a full reply within that period (for example where further investigation or third-party input is needed), we will write to you within 10 working days to:
- explain why more time is needed, and
- give a revised date for a full reply.
- Complex cases: If the complaint requires a longer investigation we will keep you updated and set a clear expected timescale.
6. The complaints process (step-by-step)
- Record & acknowledge: The Complaints Lead records the complaint and acknowledges it within 3 working days.
- Clarify & agree scope: We confirm with the complainant what the key concerns are and what outcomes they are seeking (e.g. explanation, apology, remedial treatment or refund).
- Investigation: We gather records (clinical notes, lab records), interview staff involved and review any relevant documents. We treat patient confidentiality as paramount while conducting the investigation.
- Decision & response: The Complaints Lead drafts a response summarising findings, decisions, any remedial action and, where appropriate, an apology. We share the response with the complainant and offer a follow-up conversation.
- Action & learning: Where failings are identified we implement corrective actions, record lessons learned and share relevant changes with staff.
- Closing the complaint: If the complainant is satisfied, we close the complaint and record the outcome. If the complainant remains dissatisfied we explain escalation options (see section 8).
7. Remedies and outcomes
Possible outcomes include: explanation, apology, correction of records, remedial treatment (where appropriate), refund (where appropriate, In the case of a refund, it is expected that the denture is returned to Brick Street Dentures LTD.), staff training, or changes to practice processes. Remedies depend on the nature of the complaint and clinical judgment. Any clinical remedy will be discussed with the patient and, where needed, agreed in writing.
8. Escalation and external options
If you remain dissatisfied after we have exhausted our internal complaints procedure you may escalate the matter:
- General Dental Council (GDC) — The GDC handles concerns about a dental professional’s fitness to practise, or where there is a patient safety risk. Contact: GDC Customer Services on 020 7167 6000 or via their website.
- Care Quality Commission (CQC) (England) — you can raise concerns about the way a registered service is run. Contact via the CQC website or phone 03000 616161. (If you are in Scotland, Wales or Northern Ireland, contact the relevant regulator for that nation.)
When contacting regulators please include dates, the names of staff involved (if known) and copies of any correspondence.
9. Record keeping and confidentiality
All complaints, investigations, outcomes and follow-up actions will be recorded centrally and retained in line with data protection and our record-retention policy. Records will be handled in accordance with confidentiality and data-protection requirements; information will only be shared on a need-to-know basis or with your explicit consent (except where legal or safeguarding obligations apply).
10. Roles and responsibilities
- Complaints Lead: logs complaints, leads investigations, communicates with complainants and ensures actions are implemented.
- Clinical dental technician / clinician: co-operates fully with investigations, provides clinical records and clinical opinion as required.
- Practice owner / manager: ensures staff are trained in complaints handling, oversees required changes and ensures regulatory reporting where necessary.
11. Managing vexatious or persistent complaints
If a complaint is repeatedly raised without new evidence, or is manifestly unreasonable, we will seek to manage it proportionately. We will explain why we consider the complaint closed and outline any further options for independent review. This will be handled in line with GDC guidance and good practice on fairness and proportionality.
12. Monitoring and learning
We will audit complaints regularly, report themes to practice/team meetings, and use feedback to improve patient safety and service quality as required by GDC standards.
13. Complaint form
Useful links & contacts
