About us:

Our complaints procedure

We aim to provide great service to all our patients. If you are unhappy with the care you have received please let us know. We take complaints very seriously and welcome comments and criticisms that help us improve our service.

We expect every part of your experience with Bupa Dental Care to reflect our high-standards of customer care. If we have not met your expectations, please follow these steps to register your complaint.

Step 1

Contact your practice manager

Raising your concern with us directly means we can begin looking into it straight away. Contact your local practice first to discuss your complaint with the practice manager; they can often solve any issues swiftly and have all the necessary background information.

Find your local Bupa Dental Care dentist

Step 2

Contact the Bupa Dental Care Patient Complaints Team

If you are not satisfied with the response from your local Practice Manager, please contact the Bupa Dental Care Patient Complaint Team to discuss further. Contact details are listed below.

Contact Patient Complaint Team

Step 3

Contact your local NHS board, the Ombudsman, the CQC or other regulatory service.

If you are unhappy with the response you have received from the Patient Complaint Team, you have the option to raise your concerns with your local NHS board (please note that there are different NHS authorities for England, Scotland, Wales and Northern Ireland), the health service parliamentary ombudsman, the Care Quality Commission, the Dental Complaints Service, or other relevant regulatory service. Please note that there are different authorities for England, Wales, Northern Ireland and Scotland. We have included all contact details below.

Contact the ombudsman, CQC, or regulator

Credit or finance agreement complaints

If your complaint is about your credit agreement or any aspect of the finance you have been offered, please raise a complaint directly with Novuna.

Should your complaint be about the conversation you had with Bupa when the finance was introduced to you, please raise your concern directly with the Bupa Dental Care Patient Complaints team

If you are unhappy with the response from the Patient Complaints Team or haven’t received a response to your complaint within 8 weeks of registering your complaint, you have the option to raise your concerns with the Financial Ombudsman Service.

See our FCA Complaints Policy for more information.

Contact details for Bupa Dental Care patient complaint team

Bupa Dental Care Patient Complaint Team

Patient Complaint Team
Bupa Dental Care
Vantage Office Park
Old Gloucester Road
Hambrook
Bristol
BS16 1GW

Tel : 01454 771594

Email: [email protected]

Contact details for your local NHS board, the Ombudsman, the CQC or other regulatory service.

Patients in England

NHS patients in England

If you have a complaint about your treatment or access to healthcare in England, please contact your Local Integrated Care Board: https://www.nhs.uk/nhs-services/find-your-local-integrated-care-board/

To view the new dental complaints joint statement please open the complaints statement (PDF, 1MB).

NHS patients in Wales

If you have a complaint about your treatment or access to healthcare in Wales, please contact your Local Health Board:

www.wales.nhs.uk/ourservices/directory

NHS patients in Northern Ireland

If you have a complaint about your treatment or access to healthcare in Northern Ireland, please contact your Local Health and Social Care Board:

nipso.org.uk/

1st Floor
Ormeau Baths
18 Ormeau Avenue
Belfast BT2 8HS

Email: [email protected]

NHS patients in Scotland

If you have a complaint about your treatment or access to healthcare in Scotland, please contact your Local NHS Board:

www.mygov.scot/nhs-complaints/

Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
Hambrook
SW1P 4QP

Tel : 0345 015 4033

For further information visit: www.ombudsman.org.uk

Care Quality Commission

Care Quality Commission
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA

Tel : 03000 616161

For further information and to contact the Care Quality Commission visit: www.cqc.org.uk/contact-us

Private Patients in England and Scotland

Dental Complaints Service

Please note this service is for private patients only.

Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ

Tel : 020 8253 0800

For further information and to contact the Dental Complaints Service visit: dcs.gdc-uk.org/

General Dental Council

For further information and to contact the General Dental Council visit: www.gdc-uk.org/

Healthcare Improvement Scotland (HIS) Scotland

Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant. Contact details are:

Independent Healthcare Team, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9E

Tel : 0131 623 4342

Email: [email protected]