Last updated: 16 September 2026
In this practice we take complaints very seriously 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.
Our aim is to react to complaints in the way we would want a complaint about a service to be handled. We learn from every mistake we make, and we respond to concerns in a caring and sensitive way.
Raising a concern will never affect the care you receive from us.
The person responsible for dealing with any complaint about our service is our Practice Manager.
0117 968 4888
If you complain on the telephone or in person, we will listen to your complaint and offer to refer you to the Practice Manager immediately. If they are not available at the time, we will tell you when you will be able to speak to them and make the arrangements for that to happen.
The Practice Manager
Stoke Bishop Dental Centre
15 Druid Hill, Stoke Bishop
Bristol BS9 1EW
info@sbdentalcentre.co.uk
If you would rather not raise the matter with the person who treated you, please say so and we will arrange for someone else to handle it.
A relative, friend or advocate can complain on your behalf. If they do, we will need your written consent before we can discuss your treatment with them, because of patient confidentiality.
Normally in writing. We will confirm who is handling it and enclose a copy of this procedure.
This usually means reviewing your records, speaking to the people involved and, where it would help, inviting you in to discuss the matter. Where clinical judgement is involved, Dr Paul Wilson will review it personally.
You will receive a written response setting out what we found, what we are doing about it, and any changes we are making as a result.
If we cannot complete the investigation within 10 working days, we will explain why and give you a realistic date for a full response, keeping you updated in the meantime.
Proper and comprehensive records are kept of any complaint received, and of any action taken to improve our services as a consequence. These are held separately from your clinical record and reviewed regularly so we can identify patterns and improve.
We would much rather resolve matters directly, since it is usually quicker and means we can act on what you have told us. If you remain unhappy, you can take the matter further.
Treatment provided through ABC Implants is private.
The Dental Complaints Service is a free and impartial service for patients of private dental care across the UK, funded by the General Dental Council but operating independently.
Telephone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
dcs.gdc-uk.org
The Dental Complaints Service asks you to raise your complaint with the practice first. Complaints must be brought within 12 months of the treatment, or within 12 months of you becoming aware there was a problem. That limit applies to each individual treatment rather than to a whole treatment plan.
If any part of your care was provided on the NHS, that part is handled through the NHS complaints process rather than the Dental Complaints Service. Contact your local Integrated Care Board or NHS England. If you remain dissatisfied after that, you can approach the Parliamentary and Health Service Ombudsman.
Parliamentary and Health Service OmbudsmanCitygate, 47–51 Mosley Street, Manchester M2 3HQTelephone: 0345 015 4033ombudsman.org.uk
If you are unsure whether your treatment was private or NHS, ask us and we will confirm.
The General Dental Council is the regulator of dental professionals in the UK, and handles complaints about professional misconduct.
37 Wimpole Street, London W1G 8DQ
Telephone: 020 7167 6000
gdc-uk.org
These are handled under our Privacy Notice, and ultimately by the Information Commissioner's Office on 0303 123 1113.
The Dental Complaints Service can help reach a resolution that may include a refund or remedial treatment, but it cannot award compensation beyond that. If you are seeking damages you would need independent legal advice; Citizens Advice can point you in the right direction. Legal claims carry their own time limits, generally three years from the date you became aware of the issue.