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Complaints Procedure

We do our utmost to meet the needs and expectations of our patients but occasionally this does not always happen.If you need to draw attention to something that has not pleased you please contact us.

Complaints Officer: Practice Manager –Alison Rainey

Address:    16a Regent Street Newtownards BT23 4LH

Telephone 02891812507


  1. We would hope to resolve the issue within 24 hours.

  2. If this is not possible we will acknowledge the complaint within 3 working days and, after a meeting or advice, on how the complaint will be handled.

  3. We will investigate the complaint thoroughly and respond within 10 working days.

  4. We will notify you if there are any unavoidable delays.


Complaints Procedure: -If unhappy with our final response the patient can contact 


NHS Northern Ireland Ombudsman, Freepost Belfast 1478, Belfast BT1 6BR

Telephone: 0800 343425



PRIVATE:  The Dental Complaints Service 

Telephone: 08456126540

Address:  The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2CR


DENPLAN:    The Head of Customer Services, Denplan Limited, Simplyhealth House, Victoria Road, Winchester, SO23 7RG.


The Regulation and Quality Improvement Authority (RQIA) may be contacted for information, but do not deal with complaints directly.


RQIA Email:


Timeframe for contacting Ombudsman


The Authority must, within 2 weeks of the day on which the complaints handling procedure is exhausted give the person aggrieved a written notice stating:-


  1. That the complaints handling procedure is exhausted, 

  2. That the person aggrieved may, if dissatisfied, refer the complaint to the Ombudsman. 

  3. Inform the person aggrieved of the time limit for referring the complaint to the Ombudsman, and

  4. Provide details of how to contact the Ombudsman.  The patient should contact the Ombudsman within 12 months of their Complaint.  

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