We hope you find our services are satisfactory. This guide tells you what to do if you have a suggestion for improving our service, if you wish to comment or have a complaint.


  • We value your comments and suggestions. We use them to review the service we offer and look at ways of improving them.
  • You may prefer to write down your suggestion, in which case you can use the comments box provided.
  • If you would like a written response include your name and address.


If you have a complaint or concern about the service you have received at this practice, please let us know.

How to complain:

  • If you have a concern please speak to any member of staff. Most problems can be sorted out quickly and easily at the time they arise.
  • If your problem cannot be sorted out this way and you wish to make a complaint please let us know as soon as possible, this will help us to establish what happened more easily.

What we shall do:

  • Acknowledge your complaint within 2 working days.
  • Investigate your complaint and normally respond within 10 working days.

We will then be able to offer you an explanation or a meeting with those involved.

Complaining on behalf of someone else:

We keep strictly to the rules of confidentiality. If you are complaining on behalf or someone else, we have to know that you have permission to do so. A consent form, which we can provide, signed by the person concerned will be needed.

Complaining to the Health Authority:

We hope you will make use of our complaints procedure if you have a problem. We believe this will provide the best chance of putting right whatever went wrong. However, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you should contact Suffolk Patient Advice and Liaison Service at:

Endeavour House,
8 Russel Road Ipswich, Suffolk, IP1 2BX
Tel: 0800 3896819

Our complaints procedure is part of the N.H.S. system for dealing with complaints and adheres to National Criteria.


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