Find us, ask a question or provide feedback
Contact us:
For general enquiries, please email info@dentalhearings.org or call 020 7167 6080.
For witness or registrant support, please email support@dentalhearings.org or call 020 7167 6068 or 020 7167 6080
Press and media related enquiries about a specific fitness to practise case should be directed to the General Dental Council’s Press Office and a member of their team will be happy to help.
How to make a service complaint
What is a complaint
If you feel that something is unsatisfactory or unacceptable about the service provided by the staff of the Dental Professionals Hearings Service.
What is not a complaint:
If you are unhappy with the outcome of your hearing, we recommend seeking independent legal advice on any route of appeal or action you can take. Some Practice Committee outcomes have an automatic right of appeal, information on which is included with the outcome letter.
Who are our service users?
Anyone who contacts the Dental Professionals Hearings Service.
Our aim
To resolve your complaint, quickly, fairly and confidentially.
Our Customer Service Complaints Manager
Michelle Williams acts as our Complaints Manager. The contact details are as follows:
Michelle Williams
Head of Dental Professionals Hearings Service and Dental Complaints Service
Dental Professionals Hearings Service
37 Wimpole Street
London
W1G 8DQ
Email: info@dentalhearings.org
Our complaints procedure
- If you have a concern about the service you have received, you should write to, or e-mail the info box for the attention of the Complaints Manager with the full details.
- The DPHS will write to acknowledge your complaint. They may also ask you to confirm any aspect of your complaint which is unclear, and/or provide further details. This may be a telephone call to discuss your complaint in the first instance.
- They will send this acknowledgement within three working days of receiving your complaint.
- The DPHS will acknowledge any further information you provide at this stage and start to investigate your complaint.
- They will acknowledge any further information within five working days of receiving it.
Investigating your complaint will usually involve the following steps:
- The DPHS will attempt to resolve your concern or complaint through verbal conversations or other appropriate approaches to mediation.
- A full response will be sent to you within ten working days of receipt of your complaint. However, if additional information is requested, a full response will be sent to you within ten working days of receipt of this.
If you are still dissatisfied with the response to your complaint, the matter will be escalated to the General Dental Council under its Enquiries, Corporate Complaints and Priority Correspondence Policy. Send Enquiry (gdc-uk.org)
Find us:
Our in-person hearings are held at 37 Wimpole Street, London, W1G 8DQ. We also hold many hearings remotely via an online platform.
If you are attending an in-person hearing at Wimpole Street and are using the public transport, the nearest London Underground stations are:
- Bond Street (0.4 miles)
- Regents Park (0.4 miles)
- Baker Street (0.5 miles)
- Great Portland Street (0.5 miles)
- Goodge Street (0.8 miles)
- Warren Street (0.8 miles)
The nearest national rail stations are:
- Marylebone (0.8 mile)
- Euston (1 mile)
- Paddington (1.4 miles)
- Kings Cross (1.6 miles)
Nearest bus stops are on Portland Place (0.2 miles) and New Cavendish Street (0.3 miles), which are served by buses 453 and 88.
If you are arriving by car, please note that we do not have our own parking spaces. If you wish to park your car, you will have to find a suitable parking space on the public roads close by, which are operated by Westminster City Council.
When you arrive at the venue
Our building is shared with the General Dental Council (GDC). The hearings reception is separate to the GDC’s main reception area and is open from 8:30am. When entering the building, please inform the main reception that you are here for a hearing and they will direct you to our reception where hearings staff are available to assist with any queries.
For in-person hearings we may ask you to show identification when you sign in at our Hearings Reception so that we can manage the safety and integrity of proceedings. We will try to accommodate all requests for observers. If the number of observers means that the hearing progress is hampered, we would need to review attendance.
If you have venue accessibility requirements, there is buzzer at our building entrance so that you can use to speak to someone at the reception to help you use the access lift.
