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.
How to make a complaint
Step 1
Raising your concern with us directly means we can begin looking into it straight away. Initially, contact your local Practice to discuss the matter with the Practice Manager, who is often able to conduct a thorough investigation and resolve issues promptly. If the Practice Manager is unable to resolve your complaint, it will be escalated in-line with our complaints Procedure.
Find your local Bupa Dental Care dentistStep 2
If you are not satisfied with the response from your local Practice Manager, please contact the Bupa Dental Care Customer Service Team who will be able to direct your complaint to the right team. Contact details below.
Contact Patient Complaint Team
Step 3
At Bupa Dental Care we strive to provide outstanding patient care however if you remain dissatisfied with our final response following a comprehensive investigation, you have several options to escalate your concerns. You may contact your local NHS board, the Health Service Parliamentary Ombudsman, the Care Quality Commission, the Dental Complaints Service, or other relevant regulatory bodies. 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 regulatorTreatment purchased using a credit agreement with Novuna
If you have a complaint about how the credit agreement was sold to you, please contact the Bupa Dental Care Customer Service Team who will be able to direct your complaint to the right team.
If you have a complaint regarding any other aspect of the credit agreement, you may raise it directly with Novuna.
If you remain dissatisfied with either the response from Bupa Dental Care, or Novuna, you can escalate your complaint to the Financial Ombudsman.
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9 123
- E-mail: [email protected]
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
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/
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:
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]
Patients in Wales
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Tel : 0300 062 8163
Email: [email protected]
Patients in Northern Ireland
The Regulation and Quality Improvement Authority
9th floor Riverside Tower
5 Lanyon Place
BT1 3BT
Tel : 02890 517 500
Email: [email protected]
For further information and to contact the The Regulation and Quality Improvement Authority (Northern Ireland) visit: www.nidirect.gov.uk/contacts/contacts-az/regulation-and-quality-improvement-authority-rqia
Novuna Personal Finance
Novuna Personal Finance
2 Apex View,
Leeds,
LS11 9BH
Tel : 0113 380 1065
Email: customerexperienceteamnovunapersonalfinance@novunapersonalfinance.co.uk
The Financial Ombudsman Service
The Financial Ombudsman
Service Exchange Tower
London
E14 9SR
Tel : 0800 023 4567 or 0300 123 9123
Email: [email protected]
About us
Bupa Dental Care is open to everyone. You don’t need to be a Bupa member or have insurance with us. Just walk into a practice to join us as a new patient or contact your local practice.
Dental Executive Team
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Advice & information
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Bupa Dental Care is a trading name of Oasis Dental Care Limited. Registered in England and Wales No: 00478127. Registered office: Bupa Dental Care, Vantage Office Park, Old Gloucester Road, Hambrook, Bristol, United Kingdom BS16 1GW.
Oasis Dental Care Limited has a number of trading names including Bupa Dental Care. Please see the list of our different trading names.
