The Acorn Orthodontics Code of Practice for patients who wish to raise concerns 

In Acorn Orthodontics we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations.  We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know.  We will do all that we can to resolve your concern to your satisfaction promptly and professionally.

Our aim is to respond to your concerns in a caring and sensitive way.

The person responsible for dealing with any concerns about the service we provide in this practice is Susana Clark.

If you raise an issue you are concerned or unhappy about on the telephone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction immediately.

(is this feedback or is it a complaint)

If the person with whom you raise your concern is unable to resolve the issue for any reason, we will contact Susana Clark immediately.  Should Susana Clark be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to meet or speak with her.

The team member with whom you first raised your concern will take brief details from you and pass these to Susana Clark so that they can familiarise themselves with your concern prior to meeting you or speaking with you.

If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.

We will acknowledge any concerns you raise in writing within five working days and we will also include a copy of this Code of Practice with our response.  We will investigate your concern and report back within 20 working days of it being received.  If we are unable to complete our investigations within 20 working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

We will keep proper and comprehensive records of any concerns or complaints received.

We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns.

These are: 

The Dental Complaints Service for complaints about private treatment.

Address: Address: 37 Wimpole Street, London W1G 8DQ

Phone: 0208 253 0800

Email: [email protected]

 If you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman who make final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, contact us via the website at

Complain to us: getting started | Parliamentary and Health Service Ombudsman (PHSO) or call 0345 015 4033.