Complaints procedure

At Hawkins Dental & Implant Clinic, we pride ourselves on the high quality of care we provide our patients. Our aim is to look after you as we wish to be looked after ourselves.

However, if you have any concerns or comments regarding your dental care, we will address these as a matter of priority.

We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve our service in the future.  We will not react  unnecessarily defensively, and your confidentiality and access to our services will be protected.

How do I complain about dental care provided privately?

If you wish to make a complaint about care received privately then this can be made verbally, or in writing, to any member of the practice team.  Please contact the practice on the below details, should you wish to make a complaint.

Hawkins Dental & Implant Clinic 1335 Bristol Rd S Birmingham England B31 2SS tel: 01214 756569  email: reception.hawkins@portmanhealthcare.co.uk

How do I complain about the service received by Practice Plan

Please contact Practice Plan on any of the details below and they will do their best to get your complaint resolved as quickly as possible.

Verbal

If you'd like to speak directly to one of Practice Plan's Customer Service Advisors or a Manager, please call them on 01691 684120, Monday to Friday, 8.00 am to 5.30 pm.

Written

If you would like to put your complaint in writing, please send it to:

Customer Services Manager
Practice Plan Limited
Cambrian Works
Gobowen Road
Oswestry
Shropshire
SY11 1HS

Email: info@practiceplan.co.uk

If you're unhappy with the final response of the Administrator, you can refer the dispute to the Financial Ombudsman:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If your complaint relates to any other aspect of the policy, please write to Practice Plan at:

Practice Plan Insurance Limited
Floor 1, Strand Tower
36 The Strand
Sliema
SLM 1022
Malta

Email: info@practiceplaninsurance.eu

If you're unhappy with their final response, you can refer the dispute to The Consumer Complaints Manager:

The Consumer Complaints Manager
Malta Financial Services Authority
Notabile Road
BKR3000
Attard
Malta

Email: consumerinfo@mfsa.com.mt

Website: www.mfsa.com.mt

A complaint regarding the Worldwide Dental Emergency Assistance Scheme

If your complaint relates to the Scheme or the handling of a request for assistance, then please contact the Scheme Manager:

Scheme Manager
Worldwide Dental Emergency Assistance Scheme
Cambrian Works
Gobowen Road
Oswestry
SY11 1HS

Tel: 0300 303 5061

Email: complaints@wdeas.co.uk

How will my complaint be handled?

Verbal

A verbal complaint made to a member of the practice team will be immediately logged and we will try and resolve your concerns at that time.  If appropriate, the Practice Manager, will be able to discuss your complaint to try and resolve the situation for you.

As all of our dentists operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating dentist.  Regarding a verbal complaint over your care, the treating dentist should be available to discuss and resolve your concerns.

Written

You can make a complaint in writing to Hawkins Dental & Implant Clinic, for attention of the Practice Manager or the dentist, and it will be handled as outlined below.

  1. An acknowledgement letter of your complaint will be sent to you within 3 working days.
  2. Our Complaints Manager, Dr. Laura Hunter, will be made aware of your complaint.
  3. If your complaint is regarding clinical care, it will be passed to your treating dentist for them to provide a response and resolution. 
  4. A full response will be provided to you within 15 working days.

If we anticipate any delays in providing a full response, you will be notified and kept updated every 10 working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Dr. Laura Hunter, who can be contacted at:

Laura Hunter Portman Healthcare 6 Pittville Lawn Cheltenham Gloucestershire  GL52 2BD email: laura.hunter@portmanhealthcare.co.uk

What do I do if I’m not satisfied with the outcome of my complaint regarding my private dental treatment?

If your care was provided privately, and you are not happy with the outcome of your complaint, you may contact the Dental Complaints Service at:

Dental Complaints Service  37 Wimpole Street London  W1G 8DQ tel: 020 8253 0800 email: info@dentalcomplaints.org.uk

N.B: A complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to yourself.

Portman Dental Care Awards

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