What we will aim to do

• We try to resolve concerns locally. To achieve this, the practice manager is responsible for investigating and handling all patient complaints.
  
  
• Patients can express their concerns easily via email by contacting hello@pear.dental
  
  
• If a complaint is made about any aspect of clinical care, it will ordinarily be referred to the dentist for their comments.
  
  
• Our dentists are responsible for their own clinical activity. We ensure that they are adequately insured and indemnified by their own insurance companies while they are practicing under our brand.
  
  
• We will acknowledge receipt of any complaint within 3 working days of receipt. With our patient’s agreement we will seek to investigate the complaint and to provide a response within 10 working days of the complaint having been received.
  
  
• In some cases, it may not be possible to provide a response within 10 working days. If this is the case, such unavoidable delays will be communicated with the patient in a timely manner.
  
  
• If you wish to make a complaint on behalf of a third party, please note that we will need their express written consent in order to disclose any confidential information.
  
  
• You may request a copy of your patient records either in writing to the practice address or by email to hello@pear.dental.