Complaints Procedure

OUR COMMITMENT
Alpha Dental Care welcomes feedback and takes concerns seriously. Making a complaint will not affect the care or treatment you receive. Complaints are handled respectfully and confidentially, and we use feedback to improve our service.

HOW TO MAKE A COMPLAINT
You may raise a concern verbally with any member of the team or contact us using:
Telephone: 01273 453594
Email: info@alphadentalcare.co.uk
Post: Alpha Dental Care Ltd, 39 Buckingham Road, Shoreham-by-Sea, West Sussex, BN43 5UA

Please address written complaints to Dr Dimitrios Tsachakis – Principal Dentist & Complaints Manager.

If you are complaining on behalf of another person, we may need their written consent before discussing confidential information. We can provide reasonable support or information in another accessible format where needed.

WHAT HAPPENS NEXT
• We will acknowledge your complaint within 3 working days.
• The Complaints Manager will review the concerns and contact you if more information is needed.
• We will keep you informed while the complaint is investigated.
• We aim to provide a full written response within 20 working days, or sooner where possible.
• If we need longer, we will explain why and say when a response is expected. In exceptional circumstances, progress updates will be provided at least every 10 days.
• Our response will address the points raised, explain our findings and describe any appropriate action.

INTERNAL REVIEW
Complaints are reviewed by Dr Dimitrios Tsachakis – Principal Dentist. Where independence is appropriate, an external dental adviser or indemnity organisation may be consulted before a final response is issued.

IF YOU REMAIN DISSATISFIED
For unresolved complaints about private dental treatment, you may contact the Dental Complaints Service:
Telephone: 020 8253 0800, Monday to Friday, 9:00 am to 5:00 pm
Email: info@dentalcomplaints.org.uk
Post: Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
Website: https://dcs.gdc-uk.org/

The Care Quality Commission does not resolve individual complaints, but welcomes information about the quality or safety of regulated care: https://www.cqc.org.uk/give-feedback-on-care

The General Dental Council considers serious concerns about a dental professional’s fitness to practise: https://www.gdc-uk.org/raising-concerns

Approved by: Dr Dimitrios Tsachakis – Practice Owner & Principal Dentist
Effective from: 31 July 2026
Review date: 31 July 2027