Company Policies

Complaints Policy

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.  This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.


1. The person responsible for dealing with any complaint about the service which we provide is Jane Marray, our Complaints Manager.

2. 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. The member of staff will take brief details of the complaint and pass them on to the Complaints Manager. If necessary we may ask you to put your complaint in writing.

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

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

5. We will acknowledge the patient’s complaint in writing normally within 3 working days. 

6. We will seek to investigate the complaint within 15 working days of receipt to give an explanation of the circumstances which led to the complaint.  If we are unable to investigate the complaint within 15 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint. 

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

9. If patients are not satisfied with the result of our procedure then a complaint may be made to: 

  • The Dental Complaints Service (08456 120 540) for complaints about private treatment

  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.·        

  • Primary Care Organisation [Liverpool PCT, Arthouse Square, L1 4AZ] for complaints about NHS treatment

  • Denplan Ltd, Denplan Court, Victoria Road, Winchester, SO23 7RG for complaints about Denplan 

Privacy Policy

We are a data controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation. 


This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, whom we might share it with, and your rights and freedoms under the law. 


We are a data controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation. 


This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, whom we might share it with, and your rights and freedoms under the law. 


Types of Personal Data

The practice holds personal data in the following categories: 

  1. Patient clinical and health data and correspondence

  2. Staff employment data

  3. Contractors’ data


Why we process Personal Data (what is the ‘purpose’)?

‘Process’ means we obtain, store, update and archive data. 

  1. Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment. 

  2.  Staff employment data is held in accordance with Employment, Taxation and Pensions law

  3.  Contractor’s data is held for the purpose of managing their contracts.


What is the Lawful basis for processing personal data?

The law says we must tell you this: 

  1. We hold patients’ data because it is in our Legitimate Interest to do so. Without holding data, we cannot work effectively. Also we must hold data on NHS care and treatment as is a Public Task required by law.

  2.  We hold staff employment data because it is a Legal Obligation for us to do so. 

  3. We hold staff employment data because it is needed to Fulfil a Contract with us.


Who might we share your data with? 

We can only share data if it is done securely and it is necessary to do so. 

  1. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken).

Patient data may also be stored for backup purposes with our computer software suppliers. 

  1. Employment data will be shared with government agencies such as HMRC.


Your rights

You have the right to:

  1. Be informed about the personal data we hold and why we hold it. 

  2. Access a copy of your data by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.

  3. Check the information we hold about you is correct and to make corrections if not

  4. Have your data erased in certain circumstances.

  5. Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.

  6. Tell us not to actively process or update your data in certain circumstances.


How long is the Personal Data stored for?

  1. We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as required for legal purposes as recommended by the NHS or other trusted experts recommend. 

  2. We must store employment data for six years after an employee has left.

  3. We must store contractors’ data for seven years after the contract is ended.


What if you are not happy or wish to raise a concern about our data processing? 

 You can complain in the first instance to us via Jane (our Data Protection Officer) on 0151 525 3598 and we will do our best to resolve this matter. If this fails, you can complain or the information commissioner at or by calling 0303 123 1113


Cookies Policy

What Are Cookies?

As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the site’s functionality.


How We Use Cookies

We use cookies for a variety of reasons detailed below. Unfortunately, in most cases, there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.


Disabling Cookies

You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this site. Therefore it is recommended that you do not disable cookies.


The Cookies We Set

In order to provide you with a great experience on this site, we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences, we need to set cookies so that this information can be called whenever you interact with a page which is affected by your preferences.

Third-Party Cookies

In some special cases, we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

This site uses Google Analytics which is one of the most widespread and trusted analytics solutions on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging web content.

For more information on Google Analytics cookies, see the official Google Analytics page.

Targeting Cookies

This website will: Allow you to share pages with social networks such as Facebook (If available).

More Information

By using our site, as per the Cookie Law, you are agreeing to these cookies being stored by your browser and their data being shared with the aforementioned services.

For more information on how Google uses your data, visit this page.

Hopefully, that has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However, if you are still looking for more information then you can contact us through one of our preferred contact methods.