footer icon1 footer icon2
Dentistry
footer icon11 footer icon22
Face

Complaints procedure

Code of Practice for Patient Complaints

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.

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’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Mrs Katrina Del Pozo, Practice Manager.
  2. 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 Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the 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 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.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Mrs Katrina Del Pozo.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. 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.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Get in touch

Tooth Whitening & Hygiene Appointment

At Home Whitening With Hygiene

£29.95

Learn more

Dental Health Plan

Options for all treatments

New Patients Welcome

We are accepting new patients, book an introduction call today

Book An Introduction Call
We are on Instagram
✨ Making an entrance, one song at a time. ✨
Our team arrive in style, bringing energy, creativity, and a soundtrack to match. 

#TeamSpirit #ProfessionalEnergy #MakingMoves #TeamExcellence #LeadershipInAction
✨ Making an entrance, one song at a time. ✨
Our team arrive in style, bringing energy, creativity, and a soundtrack to match. 

#TeamSpirit #ProfessionalEnergy #MakingMoves #TeamExcellence #LeadershipInAction
✨ Yoseph’s Smile Journey ✨

We’re so excited to share Yoseph’s story! After completing his teeth straightening treatment at Evolve Dentistry, he’s walking away with a smile that’s healthier, straighter, and full of confidence 🦷💙

Tap to hear Yoseph talk about his experience and what his new smile means to him 🌟

#EvolveDentistry #SmileTransformation #TeethStraightening #ConfidentSmiles #HappyPatients #portishead #portisheadmarina #nailsea #clevedon #invisalign #dentist
Creating the best possible experience for our patients is always our aim — kind words like this remind us why we love what we do.

 #ConfidenceBoost #beyourbestself #Northsomerset #freeconsultation #multiawardwinning #patientsatisfaction #patientsfirst #newpatients #healthysmiles #naturalteeth #healthysmile #acceptingnewpatients #nailsea #portishead #clevedon #portisheadmarina #dentist #hometoothwhitening
🌟 99.6% 🌟
That’s how many of our patients feel confident in the knowledge & abilities of our team 💙

At Evolve Dentistry, your trust means everything. We’re here to provide expert care with kindness and confidence — every step of the way 🦷✨

#EvolveDentistry #PatientConfidence #DentalCareWithHeart #TrustedSmiles
Congratulations to Maggie, who was part of the team super sprint relay triathlon last weekend, finishing as the 2nd female team. Amazing result ladies.
Not everyone wants their silver fillings removed—but if you do, we’re here to support that decision with care and professionalism. 👩‍⚕️🦷

We use the SMART protocol, a specialised safety procedure that helps minimise mercury exposure during removal.

✅ Your choice
✅ Your comfort
✅ Your safety

Let’s talk about your options. DM us or visit our website to book a consultation.

#SafeDentistry #SMARTProtocol #HolisticDentalCare #AmalgamRemoval
✨ Meet Jessica Brand ✨
Our amazing Dental Therapist here at Evolve Dentistry 💙

Jessica can see patients for:
🦷 Hygiene appointments
🦷 Healthy mouth reviews
🦷 Fillings
🦷 X-rays

Her caring and professional approach helps make every visit comfortable and stress-free.

Watch Jessica explain more about her role and how she supports our patients 🌟

#EvolveDentistry #MeetTheTeam #GentleDentistry #HappySmiles
footer icon1 footer icon2
Dentistry
footer icon11 footer icon22
Face
google rating