Toothwise Limited

5 Church Row



Co. Durham


01325 721999

This page sets out our complaints procedure. A Practice Complaints Leaflet sets out the whole  process and  is available at the practice.

We hope to resolve problems as soon as possible after they occur. Simply contact us, speak to Mr Wilson, he will arrange to meet you, have a chat, and try to sort things without a lengthy process.

If this is unsatisfactory or you wish to further a complaint, please let us know by sending us the details of your complaint:

   Within six months of the incident that caused the problem,  OR
   Within six months of discovering you have a problem     
   Note complaints normally need to be reported within twelve months
   Your complaints should be addressed to Mr Wilson at the practice:

What happens next?
We aim to acknowledge your complaint within three working days and to have looked into your complaint within ten working days. In investigating your complaint we shall aim to:

  Find out what happened and what went wrong,
  Make it possible for you to discuss the problem with those concerned,
  Ensure you receive an apology where this is appropriate,
  Ensure the problem does not occur again and inform you of the steps we   have taken.

Complaining on behalf of someone else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this.

If you do not feel able to raise your complaint through the practice a full list of addresses that you can contact is outlined in the Practice Complaints Leaflet.

If you have any queries regarding the process please speak to Mr Wilson who will be happy to help and advise you.