Practice policies

Complaints

Last updated 26 October 2026

If something has gone wrong, we want to know. Tell us, and we will look into it properly, explain what happened and tell you what we will do about it.

How to tell us

You can tell any member of the team at the practice, call us on 0161 969 7464, email reception@saledentalspa.co.uk or write to us at Sale Dental Spa, 77 Washway Road, Sale, M33 7TQ.

If you can, put your complaint in writing. It helps us answer every point you raise. Tell us what happened, when, who was involved if you know, and what you would like us to do.

Someone else can complain for you, such as a relative or friend, with your consent. A parent or guardian can complain for a child.

What happens next

  1. We acknowledge your complaint within 3 working days and tell you who is looking into it.
  2. We look into it fairly. Complaints about clinical treatment are referred to the treating dentist, who is responsible for their own clinical care. Sale Dental Spa acts as liaison in those cases.
  3. For private care, we aim to send you a full response in writing within 10 working days. For NHS care, we agree with you how we will look into it and when you can expect our response.
  4. If it will take longer, we tell you why and update you at least every 10 days.

Our response explains what we found, what we will do to put things right, and where you can go next if you are still unhappy.

Making a complaint will not affect your care with us.

Time limits

For NHS care, please complain within 12 months of what happened, or of when you first realised there was a problem. If there was a good reason for the delay, we can still look into it if it can be investigated fairly.

For private care, please tell us as soon as you can. The Dental Complaints Service generally looks at complaints made within 12 months.

If you are unhappy with our response

Which route you take depends on whether your care was private or NHS. We are a mixed practice, so if you are not sure which yours was, ask us and we will tell you.

Private dental care

The Dental Complaints Service is free and impartial, and deals only with private dental care. It is funded by the General Dental Council but works independently.

  • Phone: 020 8253 0800, Monday to Friday, 9am to 5pm
  • Online: dcs.gdc-uk.org
  • Post: Dental Complaints Service, Fifty Paddington, 50 Eastbourne Terrace, London W2 6LG

NHS dental care

For NHS care you can complain to us, or to NHS Greater Manchester instead if you would rather not come to us.

If you are still unhappy once your NHS complaint has been answered, you can ask the Parliamentary and Health Service Ombudsman to review it.

Conduct or fitness to practise

You can raise these with the General Dental Council, the UK regulator of dental professionals, at gdc-uk.org.

Concerns about how we handle your personal information

Our privacy policy explains how to raise these with us and with the Information Commissioner’s Office.

Read our privacy policy

Tell us what has gone wrong

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