Cancellation Policy
In the event you need to rearrange or cancel your appointment please give at least 24 hours’ notice. You can call or email the practice between 9am and 5pm Monday – FridayA charge of £25 will be applied to a any short notice for failed to attend Hygiene appointments. Deposits made for private appointments will be lost if cancelled with less than 24 hours’ notice.

Refusal of Treatment
We reserve the right to refuse treatment where our clinicians deem it inappropriate for any reason and the clinician’s decision is final.
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Booking Payment Policy
We kindly request that deposits are made for all private appointments. Now, as part of our COVID-19 procedures, we are kindly asking patients to pay by card pay and avoid cash payments.

Patient Complaints Procedure
We aim to provide the best care and experience for our patients, and meet your expectations of service. At Shinfield Dental Centre we like to aim to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints and feedback to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure. You can find a copy of the complaints procedure on the website or request a copy from our reception team.

If you are not entirely satisfied with any aspect of our care or service, please contact the practice manager and let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at [email protected] 'For the attention of the complaints team' in the subject line

The Practice Manager, Sadie Bennet, Is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing within 10 working days.
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You can send your complaints to Shinfield Dental Centre, School Green, Shinfield, RG2 9EH call us on 01189883178 or email the Complaints Manager on [email protected]

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten-working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. If you are dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to your complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk