T: 028 79631924

Complaints Policy

We are committed to providing high quality care for all and will ensure that our patients and their representatives can seek advice, provide feedback or make a complaint about any aspect of our service. We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service.

Why make a complaint?

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in the future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients. 

Our approach to complaints

We are sorry that you feel a complaint is justified. Complaints are an opportunity for us to review our procedures and ensure that the high standards of care, service and ethics are maintained. In a busy practice, we acknowledge that, despite our best efforts, human error is inevitable. We welcome the opportunity to graciously resolve any issues that have arisen. However, please be aware that unreasonable or aggressive behaviour is not tolerated within Diamond Dental Clinic.

What is our code of Practice?

All complaints are:

Taken Seriously
Investigated fully and internally by our ‘complaints team’.
Handled in a fair, honest and in a reasonable way.
Dealt with promptly and courteously.
Not biased by age, sex, race, religion, medical / family / social history.
Not biased by NHS or Private care.
Recorded in comprehensive detail.

Who are the ‘Complaints team?

Liam Diamond (Practice principal & Business owner of Cassidy Dental)
T  028 86762200
E liam@diamonddentalclinic.com

Charlene Palmer, Practice Manager of Cassidy Dental
T  028 86762200

How do I make a complaint?

Complaints can be made in person, by telephone or in writing (including email). A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf.

What happens next?

The Complaints Manager will acknowledge the complaint in writing within 3 working days and enclose a copy of our code of practice for handling complaints. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to the individual.

We aim for the investigation to be completed and for the individual to receive the report within 10 working days. 

What if I am still not satisfied?

If you are unhappy with our response to your complaint, we would encourage you to contact us again with any outstanding issues and we will investigate further and/or advise of options available to you. 

If you feel your complaint concerning NHS treatment cannot be resolved at Practice level, you can approach the HSC Board Complaints Department and request that they act as an ‘honest broker’ or intermediary to help resolve your complaint. The practice can also approach the board if it considers that the Board’s involvement will be of benefit. Both you and the Practice need to be agreed on the Board acting in this role.

HSC Board Complaints Department, 12-22 Linenhall Street, Belfast BT2 8BS. Tel: 0289536 3266. Email: michael.cruikshanks@hscni.net 

If you remain dissatisfied, you should normally respond to us (or approach the Board) within 3 months of the reply being issued. Failure to do so may result in the complaint being closed by the practice.

Alternatively you can approach:

The Northern Ireland Public Services Ombudsman, 33 Wellington Place, Belfast BT1 6HN or Freepost NIPSO. Tel: 0800 343 424. Email: nipso@nipso.org.uk, i you are an NHS patient.

The Ombudsman will not usually consider a complaint until the HSC Complaints Procedure has been exhausted.


The Dental Complaints Service, 37 Wimpole Street, London WIG 8DQ. Email: www.dentalcomplaints.org.uk if you have a complaint about private treatment.

Other contacts:

The Patient & Client Council can act as advocate for you regarding complaints concerning NHS treatment. They can advise and support you through the complaints process, assist you in compiling a complaint and accompany you to meetings. The council can be contacted 2nd Floor, Centre House, 79 Chichester Street, Belfast, BT1 4JE  (Tel- freephone 0800 917 0222)

The Practice is registered with RQIA, which has a role in overseeing how the regulated sector and HSC handle complaints in light of the standard and regulation laid down by DHSSPS.

The Regulation and Quality Improvement Authority, 9th Floor, Riverside Tower, 5 Lanyon Place, Belfast BT1 3BT. Telephone: 028 9051 7500, E-mail: info@rqia.org.uk