Patient Complaints Procedure

Evidence based provider of postgraduate dental education for dentists and dental nurses. Dental hospital providing specialist dental treatments to the patients including dental implants, prosthodontics, orthodontics and endodontics clinics.

ICE Patient Complaints Procedure

(January 2020)

It is our aim to always have satisfied patients and to meet your expectations of service and care. Therefore, as a component of our complaints procedure, we take great care to protect your confidentiality while dealing with the matter as effectively as possible.

Our complaints manager is Simon Wright.

  1. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the clinician and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.


2.If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.


  1. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Clinician, unless the patient does not want this to happen.


  1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.


  1. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.


  1. We will confirm the decision about the complaint in writing immediately after completing our investigation.


  1. Proper and comprehensive records are kept of any complaint received.


  1. If patients are not satisfied with the result of our procedure, then a complaint may be made to:
    • the GDC Private Dental Complaints service within 12 months of the treatment orwithin 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting
    • if you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 0r visiting
    • you can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards
    • The General Dental Council is responsible for regulating all dental professionals. You  can complain using their online form at contact them on or by calling 020 7167 6000

Download our patient complaints procedure