Complaints Procedure
At The Dental Suite, we are committed to providing the highest standard of care in a safe, respectful, and welcoming environment. We take all feedback seriously and view complaints as an opportunity to improve our services for all our patients. We understand that sometimes things may not go as expected. If you are unhappy with any aspect of your care or experience with us, we encourage you to let us know as soon as possible so that we can address your concerns promptly and fairly.
How to Make a Complaint
If you wish to make a complaint, you may do so verbally or in writing. We recommend putting your complaint in writing where possible, so we have a clear understanding of the issues raised.
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You can contact us via:
Email: complaints@dentalsuite.ie
Complaints handler:
Group Operations Manager
The Dental Suite
If you make a verbal complaint, we will offer to document it and ask you to confirm that it reflects your concerns accurately.
What Information to Include
To help us investigate and respond to your complaint efficiently, please include the following details:
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Your full name and contact information
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The name of the clinician or team member involved (if known)
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A description of your complaint, including relevant dates and times
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What outcome you are seeking
What Happens Next?
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Once we receive your complaint, we will:
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Acknowledge receipt of your complaint in writing within 5 working days.
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Investigate the matter thoroughly, which may involve reviewing clinical records, speaking to staff involved, and examining relevant documentation.
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Provide a written response outlining the outcome of our investigation within 20 working days, where possible. If further time is needed, we will inform you of the delay and explain the reason.
Our Commitment
We aim to handle all complaints sensitively, confidentially, and without prejudice. Making a complaint will not affect your ongoing or future care at The Dental Suite. We are committed to learning from all feedback and continuously improving our service.
If You Are Not Satisfied
If you are not satisfied with our response, you may escalate your complaint to the relevant external bodies:
For private patients:
Dental Complaints Resolution Service
Website: www.dentalcomplaints.ie
For all patients (including HSE services):
Dental Council of Ireland
Website: www.dentalcouncil.ie
You also have the right to contact the Health Service Executive (HSE) or the Ombudsman if your complaint relates to public dental services or administrative aspects of care.