Complaints & patient rights
How to raise a concern about your care, how we handle it, and the independent bodies you can escalate to.
Last reviewed 2026-09-23 · Cadbury Dental Practice, 29 Sycamore Road, Bournville, Birmingham B30 2AA
If something about your care or your experience hasn't been right, we want to hear about it. Most concerns are resolved quickly by talking to us.
How to raise a concern
- 1Speak to a member of the team, or ask for the practice manager.
- 2Contact Dr Kuldip Gakhal or Mrs Donna Leonard on 0121 348 8800, email donna@cadburydental.co.uk, or write to the practice manager at 29 Sycamore Road, Bournville, Birmingham B30 2AA.
- 3We acknowledge written complaints within three working days.
- 4We investigate and aim to give you a full written response within ten working days. If it will take longer we will tell you why and keep you updated.
Missed appointments & deposits
- Please give at least 24 hours’ notice if you cannot attend a dentist appointment, and at least 48 hours’ notice for a hygiene appointment.
- A deposit is required when booking hygiene and private treatment appointments. If you do not give sufficient notice to cancel, you will lose your deposit.
- NHS patients are not charged for missed appointments. If an NHS patient fails to attend two appointments, the practice may refuse further NHS care in line with its failed-to-attend policy.
- New NHS patients who fail to attend their appointment will not be offered further NHS appointments at the practice.
Ways to pay
You can pay for dental care by cash, cheque, credit card or debit card.
If you're still not satisfied
| Type of care | Independent body |
|---|---|
| NHS treatment | NHS England, or the Parliamentary and Health Service Ombudsman |
| Private treatment | The Dental Complaints Service (dcs.gdc-uk.org, 020 8253 0800) |
| Concerns about a clinician's fitness to practise | The General Dental Council (gdc-uk.org) |
| Data protection concerns | The Information Commissioner's Office (ico.org.uk) |
Your rights as a patient
- A written treatment plan and costs before treatment begins.
- A clear explanation of the options, including doing nothing, and the risks of each.
- The right to a second opinion or to be referred elsewhere.
- Confidentiality, and access to your own records on request.
- To complain without it affecting the standard of care you receive.