At St Peter’s Square Dental Surgery, we are committed to providing our patients with high-quality dental care and a professional, respectful service.
We welcome feedback from our patients and take all complaints and concerns seriously. If you are unhappy with any aspect of your care or experience at the practice, we encourage you to let us know so that we have the opportunity to investigate and, where possible, resolve the matter.
How to Submit a Complaint
If you are unhappy with any aspect of the care or service you have received at St Peter’s Square Dental Surgery, you can submit a complaint using any of the following methods:
* By email: Send your complaint to info@dentistireland.ie
* By telephone: Call us on 01 850 0033
* In person: Speak to a member of our practice team and ask to speak with Dr Ioana Pavelean, our Complaints Officer.
* In writing: Send your complaint to:
Dr Ioana Pavelean – Complaints Officer
St Peter’s Square Dental Surgery
Unit 7A, St Peter’s Square
Phibsboro Road
Dublin 7
D07 KW44
Ireland
When submitting a complaint, please provide as much relevant information as possible, including:
* Your name and contact details
* The date or dates relevant to your complaint
* Details of the treatment, service or experience you are concerned about
* The names of relevant members of the dental team, if known
* What you believe went wrong
* Any supporting information or documents
* What you would like us to consider as part of our response
You do not have to use a specific form to make a complaint. Complaints can be made verbally or in writing. If you make a verbal complaint, we will record the relevant details and handle it through the same complaints procedure.
Who Will Deal With Your Complaint?
The person responsible for managing patient complaints is:
Dr Ioana Pavelean
Complaints Officer / Practice Manager
Telephone: 01 850 0033
Email: info@dentistireland.ie
Where a complaint relates to clinical treatment, the matter may be reviewed by the relevant dental professional.
Complaint Acknowledgement and Response Timescales
We aim to handle all complaints promptly, fairly and transparently.
* Acknowledgement: We will acknowledge receipt of your complaint within 5 working days. The acknowledgement will confirm that your complaint has been received and will identify the person responsible for handling it.
* Investigation: We will investigate your complaint thoroughly and review all relevant information. We may contact you if we require clarification or additional information.
* Final response: We aim to provide a full written response within 20 working days from the date we receive your complaint.
* If the investigation takes longer: If we are unable to provide a final response within 20 working days because the complaint is complex or requires additional investigation, we will inform you before the 20-working-day period expires. We will explain the reason for the delay and provide an updated timeframe for the final response.
The acknowledgement and the final response are separate stages of our complaints process. The 5-working-day period applies to acknowledgement, while the 20-working-day period applies to the full written response.
Confidentiality
All complaints will be handled sensitively and confidentially, in accordance with applicable patient confidentiality and data protection requirements.
If a complaint is made on behalf of a patient, we may require the patient’s consent before discussing confidential clinical information with the person making the complaint.
If You Remain Dissatisfied
We hope that we can resolve your concerns directly with you. However, if you remain dissatisfied following completion of our complaints procedure, you may wish to contact an appropriate external organisation.
Dental Complaints Resolution Service (DCRS)
For complaints relating to private dental care in Ireland, patients may contact the Dental Complaints Resolution Service, an independent, voluntary and confidential service that helps patients and participating dentists resolve complaints.
Patients should normally raise their complaint with the dental practice first.
Dental Council of Ireland
The Dental Council of Ireland is the regulatory body for dentists and other registered dental professionals in Ireland. Concerns regarding professional conduct or fitness to practise may be referred to the Dental Council.
Please note that the Dental Council does not generally deal with matters such as refunds or compensation.
Our Commitment to Patients
At St Peter’s Square Dental Surgery, we are committed to listening to our patients and learning from their feedback.
Making a complaint will not affect your future care or treatment at our practice.
Every complaint will be treated seriously, respectfully and without prejudice. Where appropriate, we will use feedback from complaints to improve the quality and safety of our services.
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Practice Contact Details
St Peter’s Square Dental Surgery
Unit 7A, St Peter’s Square
Phibsboro Road
Dublin 7
D07 KW44
Ireland
Complaints Officer: Dr Ioana Pavelean
Telephone: 01 850 0033
Email: info@dentistireland.ie
Policy reviewed: October 2026
Next review: October 2027