Contact Us
Get In Touch With Us
There are various ways you can get in touch with us. You can call our office on 01603 869 600. Alternatively, you can write to us at 3 Hercules Road, Hellesdon, Norwich NR6 5HQ
You can send us an email to info@castleandcosta.co.uk. Alternatively, you can request a callback online
Our colleagues who work within the NHS and have access to a secure nhs.net email account can contact us securely on castleandcosta.norfolk@nhs.net
Please note that we routinely use Public-Key Cryptography (OpenPGP RFC 4880) in-house to secure our communications and we will be more than happy to encrypt our correspondence to you that way. For more information and to download our PGP keys, please visit our resources page.
If you send us a plain-text email however, we will assume that you are happy with non-encrypted communication and will email you back in plain text. Please be aware that plain text emails may (and will most likely) be intercepted and read by third parties.
Complaints
We understand that from time to time, our service may not meet your expectations, and you may feel the need to complain. At Castle & Costa, we will try our utmost to resolve your complaint, and will use your complaint as a learning point to help us improve or enhance the service and treatment we provide.
Should you be at any time disappointed or dissatisfied with the treatment provided or the arrangements made for you by our staff then please inform the dentist looking after you immediately.
Should you prefer to do so you could contact the practice manager; Ms Angelique van Woerkom. Your complaint will be investigated and a written response will be sent to you within ten working days.
We welcome complaints made in whatever way is convenient to you, be it verbally, over the telephone, by email or in writing.
We also welcome complaints made on behalf of third parties. Please note that in the interests of confidentiality, unless we have the patient’s explicit consent to discuss their affairs with third parties, we will have to direct our correspondence to them. In cases where patients are unable to give consent, a best-interests decision will have to be made.
Alternatively, you can complain to the commissioner of the service. This is the organisation that paid for the service or care you received.
If you want to make a complaint about Primary Care services to the commissioner you will need to contact Norfolk and Waveney Integrated Care Board. You can do this by:
Telephone: 01603 595857
Post: NHS Norfolk and Waveney ICB, County Hall, Martineau Lane, Norwich, NR1 2DH
As a healthcare provider, we are regulated by the Care Quality Commission (CQC)