Complaints Procedure

Number One Dental Surgery
Operated by LIL Dental Limited

At Number One Dental Surgery, we are committed to providing high-quality dental care in a safe, caring and respectful environment. If you are unhappy with any aspect of your care or service, we encourage you to let us know so we can investigate and resolve the matter promptly.

We take all complaints seriously and treat them confidentially and professionally.

How to Raise a Complaint

If you wish to make a complaint, please contact us as soon as possible:

In person: Speak to a member of our team / registered manager
By phone: 01207 500528
By email: reception.onesurgery@outlook.com
In writing:
Number One Dental Surgery
307 Durham Road
Consett
County Durham
DH8 5NW

Please mark written correspondence for the attention of:

Mrs Aqsa Fatima Burki
Registered Manager
LIL Dental Limited

Our complaints procedure is displayed in our waiting room and you can ask any member of staff for our complaint policy.

What Happens Next

Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it.

Investigation

Your complaint will be investigated thoroughly and fairly. We may contact you for further information if needed.

We aim to provide a full written response within 30 working days. If the investigation takes longer, we will keep you informed of progress and explain the reason for any delay.

Outcome

Our response will include:

A summary of the investigation
An explanation of findings
Any actions taken
An apology where appropriate
Details of how to escalate the matter if you remain dissatisfied

Care Quality Commission (CQC)

Number One Dental Surgery is regulated by the Care Quality Commission (CQC).

The CQC does not investigate individual complaints but welcomes feedback about services.

Website: www.cqc.org.uk
Telephone: 03000 616161

Confidentiality

All complaints are handled in strict confidence and in accordance with data protection legislation. Complaints will not affect the standard of care you receive.

Learning and Improvement

We view complaints as an opportunity to improve our services. Where appropriate, we implement changes to ensure continuous improvement in patient care.

Last updated: February 2026