Making a Complaint

At Smile MCR, we take any complaint against us very seriously and strive to resolve each one as promptly as possible. Our Complaints Policy ensures that all lines of communication are kept open throughout the complaints process.

Dental Practice Complaints

If you are unsatisfied with the service you received at our practice, we encourage you to contact the practice manager directly. You can reach us at 55 Flixton Rd, Urmston, Manchester M41 5AN, or via email at Help@smilemcr.co.uk. We are committed to addressing your concerns and improving our services.

NHS Primary Care Services

If your complaint pertains to NHS primary care services, you may wish to raise it directly with your local Integrated Care Board (ICB) instead of with the practice. The ICB will investigate the complaint on your behalf in conjunction with the dental provider. You can find contact details for your local ICB on the NHS England website: Find your local integrated care board (ICB) - NHS.

Advocacy Services

If you would like assistance in making a complaint, you may consider contacting the NHS Complaints Advocate Service, which is independent of the NHS and tailored to individual client needs. To find out who provides this service in your area, contact your local Healthwatch: Find your local Healthwatch.

For private patients, the Dental Complaints Service is available at 020 8253 0800. There may be other advocacy services available in your area to help with your complaint.

Parliamentary and Health Service Ombudsman

If you are an NHS patient and are not satisfied with the local resolution, you may approach the Parliamentary and Health Service Ombudsman. This service is free for everyone. To make a complaint to the Ombudsman, visit Making a Complaint or call 0345 015 4033. It’s important to submit your complaint as soon as you receive our final response, as there are time limits for the Ombudsman to review complaints.

Website Concerns

For concerns regarding anything featured on our website, please complete the contact form available on our site. A member of our Central Operations Team will reach out to you within two working days to discuss the matter further. We are dedicated to resolving any issues you may have.

If you are not satisfied with our investigation or resolution, you may wish to notify the governing bodies listed below and escalate your complaint. However, our goal is to resolve issues quickly and effectively, keeping you informed of all outcomes, including any changes we implement.