Complaints Charter

At Darwin Dental Cambridge, we are committed to providing excellent dental care and customer service. We aim to care for our patients as we would wish to be cared for ourselves. 

This Complaints Charter outlines our commitment to you should you wish to raise a concern, complaint, or provide feedback about any aspect of our service. 

Our Core Principles 

• Your feedback is important to us. 

• We want to make it easy for you to raise a concern or complaint. 

• We will follow a clear complaints procedure and keep you informed throughout the process. • We will listen carefully to your concerns and answer your questions openly and honestly. • We aim to ensure you have a positive experience when providing feedback. • We use feedback and complaints as opportunities to improve our services and patient experience. 

Our Commitment to You 

• We will treat your complaint seriously and fairly. 

• We will not act defensively towards your complaint. 

• You will never be disadvantaged or treated differently because you have raised a concern. • We will respect your confidentiality and handle your information in accordance with data protection legislation. 

• We will acknowledge your complaint within 3 working days. 

• We will investigate your complaint thoroughly and keep you informed of progress. • Where appropriate, we will involve relevant members of the dental team to ensure a full and accurate response. 

• If your complaint relates to treatment you have received, it may be referred to the treating clinician so that they can provide a detailed response and help resolve the matter. 

• We aim to provide a full written response within 20 working days. 

• If we are unable to meet this timescale, we will contact you as soon as possible to explain the reason for the delay and provide an updated timeframe. 

How to Contact Us 

Darwin Dental Cambridge 

Telephone: 01223 789558 

Email: team@darwindental.co.uk 

Learning from Feedback 

We welcome all feedback, whether positive or negative. Every complaint, concern, suggestion, or compliment helps us review and improve the quality of care and service we provide to our patients.

Thank you for helping us maintain the highest standards of patient care.

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