Love the Dentist – Private Dental Practice in Mobberley, Cheshire
At Love the Dentist, we are committed to protecting and respecting your privacy. This Privacy Policy outlines how we collect, use, store, and protect your personal information when you visit our website or engage with our services.
1. Who We Are
Love the Dentist is a collection of private dental practices located at 28 Town Lane, Mobberley, Cheshire, UK and 09 St John Street, Chester, Cheshire, UK. We are registered with the Information Commissioner’s Office (ICO) under the Data Protection Act 2018.
2. What Information Do We Collect?
We may collect and process the following data:
- Personal Information: Your name, date of birth, contact details (email address, phone number, postal address), and relevant medical and dental history.
- Appointment and Payment Information: Details regarding your appointments, treatment history, payment information, and insurance details.
- Website Usage Data: Information collected automatically when you visit our website, such as IP address, browser type, and pages viewed.
3. How Do We Use Your Information?
We use your personal data for the following purposes:
- To provide dental services and care
- To manage appointments and communicate with you about treatments
- To process payments and handle billing matters
- To improve our services, website, and overall patient experience
- To send updates, newsletters, or promotional material, if you have opted in to receive such communications
- To comply with legal and regulatory obligations
4. Legal Basis for Processing
We process your personal data in line with the following legal bases:
- Consent: Where you have given us explicit consent (e.g., for marketing communications).
- Contractual Obligation: To provide dental care and services as part of your treatment agreement with us.
- Legal Obligation: To comply with UK laws and regulations, such as dental regulations and tax requirements.
- Legitimate Interests: To operate and manage our business, ensuring we deliver a high-quality service.
5. How Do We Share Your Data?
We may share your data with:
- Third-party service providers who assist us with our operations (e.g., payment processors, IT service providers)
- Legal and regulatory bodies, such as the General Dental Council or NHS, when required by law
- Your insurance provider, if necessary for billing or claims
We ensure that any third parties with whom we share your data comply with data protection regulations.
6. How Do We Store and Protect Your Data?
We take the security of your personal data seriously and implement appropriate technical and organizational measures to protect it. This includes secure storage, encryption of data where necessary, and regular reviews of our data protection practices.
We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy or as required by law.
7. Your Rights
Under the UK General Data Protection Regulation (GDPR), you have the following rights concerning your personal data:
- The right to access your data
- The right to rectification of inaccurate or incomplete data
- The right to erasure (right to be forgotten)
- The right to restrict processing of your data
- The right to data portability
- The right to object to the processing of your data
- The right to withdraw consent at any time (if processing is based on consent)
If you would like to exercise any of these rights, please contact us using the details provided below.
8. Cookies
Our website uses cookies to enhance your browsing experience.
9. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any significant changes through our website.
10. Contact Us
If you have any questions about this Privacy Policy or your personal data, please contact us at:
Love the Dentist Mobberley
28 Town Lane,
Mobberley, Cheshire
Email: mobberley@lovethedentist.co.uk
Phone: 01565 874009
Love the Dentist Chester
09 St John Street
Chester, Cheshire
Email: chester@lovethedentist.co.uk
Phone: 01244 350 500
Complaints Policy
We aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively, and politely as possible.
We take complaints very seriously, investigating them fully and fairly, and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to Clare McDermott, who is the Complaints Manager and your personal contact to assist you with any complaints. You can send your complaints to 28 Town Lane, Mobberley, Cheshire, call us on 01565-874-009 or email claremcdermott@lovethedentist.co.uk.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments, or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, and suggestions. If you are dissatisfied with our response to a complaint, you can take the matter further. Please see the contacts below.
GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. GDC private dental complaints service can be contacted by calling 020 8253 0800 or visitinghttps://dcs.gdc-uk.org.
If you are still unhappy about your NHS complaint, see below for further contact details.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 71676000.
Last modified: 16 Apr 2026 Love the Dentist Mobberley Limited, 28 Town Lane, WA16 7GHG 110C – Patient Complaints Procedure, Ver 6, Folder 6, Page 1 of 2
In England = the Parliamentary Health Ombudsman (England): 0345 015 4033 or visit www.ombudsman.org.uk
In Northern Ireland = the Northern Ireland Ombudsman 0800 343 424 or visit www.nidirect.gov.uk
In Scotland = Scottish Public Services Ombudsman 0800 377 7330 or visit www.spso.org.uk
The Care Quality Commission (CQC), which regulates private and NHS dental care services in England, can be contacted by calling 03000 616161. They can take action against a service provider that is not meeting their standards
The Regulation and Quality Improvement Authority (RQIA), which is Northern Ireland’s independent health and social care regulator) by calling 028 9051 7500. It can investigate complaints about independent (private) healthcare providers
Healthcare Improvement Scotland (HIS), which has responsibility for the regulation of independent healthcare services in Scotland by calling 0131 623 4300
Last modified: 16 Apr 2026 Love the Dentist Mobberley Limited, 28 Town Lane, WA16 7GHG 110C – Patient Complaints Procedure, Ver 6, Folder 6, Page 2 of 2
Complaints Handling
It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC‘Standards for the Dental Team’, [to meet the NHS complaints requirements] and deliver good practice in complaint handling.
The practice has appointed a Complaints Manager, Clare McDermott, and our complaints procedure (G110 C/CW) is on display in all waiting rooms. We have published our complaints procedure on our website in line with GDC advertising standards. Feedback and complaints handling framework. This practice has developed a framework for managing complaints and feedback based on these principles:
1. All patient feedback is important to us
2. We want to make it easy for patients to raise a concern or complain if you need to
3. We follow a complaints procedure and keep patients informed
4. We will try to answer all patient questions and any concerns you raise
5. We want patients to have a positive experience of making a complaint
6. Patient feedback helps us to improve our serviceRecognising complaintsOur team is aware that complaints are any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment.
Complaints can be verbal or written and can be about any part of the service we provide. All complaints must be logged internally, even if the complaint was verbal and resolved within 24 hours. Recording complaints. All complaints are recorded on an Event Record (G 110A) and also logged in our Event Register (G 110B). All correspondence or investigation records are stored with the Record and Register. Complaint Records are treated as confidential at all times and kept separate from clinical records. Only authorised persons have access to the Complaints Records. Handling complaints. The practice team is trained to resolve all complaints promptly, efficiently and politely by following our Patient Complaints Procedure (G 110C/CW). The team responds to complaints within the time limits set by the Patient Complaints Procedure and always provides constructive responses to complaints. The practice never discriminates against a patient who has made a complaint.
Team members cannot react defensively to a complaint but must listen carefully to a patient who makes one, whilst involving them fully in the process of managing it. The team members will, to the best of their abilities, endeavour to meet any outcomes the patient expects and offer sincere apologies when appropriate.If a patient is not satisfied despite our best efforts to resolve the complaint, they will be informed about other avenues that are open to them, such as the GDC Dental Complaints Service, the NHS or the Ombudsman.The team are regularly trained in complaint handling and is involved in the regular review of complaint procedures and management [through iComply] so that services, policies, and procedures can be continually improved. Response timescales. All complaints will be acknowledged and responded to by the practice within the timescales detailed in Last modified: 16 Apr 2026 Love the Dentist Mobberley Limited, 28 Town Lane, WA16 7GHM 233-COM – Complaints Handling Policy, Ver 15, Folder 7, Page 1 of 2
The Patient Complaints Procedure (G 110C/CW). We keep patients informed of the status of the complaint during the investigation stage and always aim to resolve the complaint within the timeframe specified in our policies and procedures or as agreed with the complainant.
Online reviews: The practice appoints a team member to regularly check for online reviews. All feedback, both positive and negative, is acknowledged, and we follow the recommendations for dealing with poor reviews outlined in the Complaints, Problems and Events Overview (G 110). Related documents: This policy should be read with the Patient Complaints Procedure (G 110C) and the Complaints, Problems and Events Overview (G 110).
Last modified: 16 Apr 2026 Love the Dentist Mobberley Limited, 28 Town Lane, WA16 7GHM 233-COM – Complaints Handling Policy, Ver 15, Folder 7, Page 2 of 2
