Complaints Procedure

At Bedford Specialist Orthodontic Practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.

If a patient is not happy for any reason and wishes to make a complaint, the complaint is dealt with efficiently and professionally.

The person responsible for dealing with any complaints about our service is:

Zoe Brown (Practice Manager)
01234 357570, 136 Bromham Road, Bedford, MK40 2QW,

If a complaint is made on the telephone or at reception, we will listen to their complaint and offer to refer them to the Practice Manager immediately. If the Practice Manager is not available at the time then the patient will be given the option to discuss the complaint with the Principal Orthodontist and arrangements will be made for this to happen. A member of staff will take briefs details of the complaint and pass it on to the Practice Manager or Principal Orthodontist. 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 the Practice Manager to contact you to arrange a mutually convenient time and date.

If the complaint is made in writing the letter or email will be passed on immediately to the Practice Manager and the complaint will be acknowledge in writing with a copy of our Code of Practice, normally within three days.

We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.

If the patient is not satisfied with the result of our procedure then a complaint can be made to: