Medical-Dent Complaints Policy

Effective date: 18 August 2026. Review: at least annually.

Medical-Dent takes every complaint seriously. Making a complaint will not adversely affect a patient’s care or treatment. We investigate complaints fairly, confidentially and without unnecessary delay.

Complaints Manager

Agnieszka Krawczyk
Medical-Dent, 353 High Street, West Bromwich, B70 9QG
Email: info@medicaldent.uk
Contact number: 0121 663 1690

How to make a complaint

A complaint may be made only by email to info@medicaldent.uk or by post to Medical-Dent, 353 High Street, West Bromwich, B70 9QG. A family member or representative may act with the patient’s consent or on another valid legal basis.

How we handle complaints

Agnieszka Krawczyk investigates and responds to the complaint, consulting the relevant dentist or team member where necessary. We will acknowledge receipt within 3 working days. We aim to provide a full response within 20 working days. If this is not possible, we will explain the reason for the delay. For finance complaints, a final response or a letter explaining the delay will be issued no later than 8 weeks after receipt.

If the matter has not been resolved

Private dental treatment: Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ; 020 8253 0800; info@dentalcomplaints.org.uk; dcs.gdc-uk.org.

Finance complaints: If you remain dissatisfied and your contract is regulated by the Financial Conduct Authority, you may lodge a complaint free of charge with the Financial Ombudsman Service within 6 months of the date of our final response or the letter sent to you after 8 weeks. Financial Ombudsman Service, Exchange Tower, London E14 9SR; 0800 023 4567; www.financial-ombudsman.org.uk.

General Dental Council: 37 Wimpole Street, London W1G 8DQ; 020 7167 6000; www.gdc-uk.org.

Care Quality Commission: 03000 616161; enquiries@cqc.org.uk; www.cqc.org.uk. The CQC accepts feedback on the quality and safety of services, but does not handle individual complaints on behalf of patients.

Confidentiality and records

We keep complaint records securely and only for the period required by law and the applicable retention schedule. Finance complaint records are retained for at least 3 years from the date the complaint was received.