Patient Feedback | Complaints

We regularly analyse patient complaints and feedbacks to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. Please feel free to contact us at any time. You can send your complaints and/or feedback by e-mail to the following e-mail address.

Patient Complaints Procedure

It is our 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, we investigate them in a full and fair way 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.

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. A member of the staff will take brief details of the complaint and pass them on to the Complaints Manager. If the patient complains in writing the letter or email will be passed on to the Complaints Manager. If a complaint is regarding any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

Complaining on Behalf of Someone Else:
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A letter of consent signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness, or are a minor under the age of 16

We will acknowledge the patients’ complaint in writing normally within 7 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or email. 

We will seek to investigate the complaint within 14 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. 
Proper and comprehensive records are kept of any complaint received. 

The purpose of the investigation is to
• Understand what has happened and what the complaint is about
• Establish what the individual would consider to be a satisfactory resolution
• Seek the views of other team members and seek suggestions on how to resolve the matter
• Identify other useful sources of information

On completion of our investigation, we will provide the patient with a report. The report will include an explanation of how the complaint has been considered, the conclusion reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as result of complaint.

If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 03450 154 033

The Dental Complaints Service,
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER.
Telephone: 08456 120 540

The General Dental Council,
37 Wimpole Street, London. W1N 8DQ.
Telephone: 08452 224 141,
the dentists’ regulatory body for complaints about professional misconduct.