Complaints Procedure

At our dental practice, we are deeply committed to offering the highest standards of care and service to our patients. Our goal is to ensure that all our patients are satisfied and that we meet or exceed your expectations. If any issues arise, we aim to resolve them as efficiently and promptly as possible. We take all complaints seriously and continuously strive to improve our services through regular audits and feedback.

If you have any dissatisfaction with your treatment or our services, please do not hesitate to contact Lisa, our Practice Manager, who is responsible for handling complaints and feedback. Rest assured, we will never discriminate against any patient who raises a concern.

How to make a complaint:

• Complaints must be made within 12 months of the incident.
• Once a complaint is received, we will send an initial acknowledgment within 3 working days.
• A full investigation will then be conducted, and we aim to provide a response within 10 days. If there is any delay, we will notify you, explaining the reason and providing an updated timeline for resolution.

What happens after a complaint:

Following the investigation, the responsible person will prepare a confidential and detailed report outlining how the complaint was addressed and the outcomes achieved. A copy of this report will be added to your medical records. Our goal is to take prompt remedial action where necessary to ensure that our patients remain satisfied.

Further Action:

If, after following our complaints procedure, you are still dissatisfied with the outcome, you may take your complaint further. You can contact the following organisation:

Dental Complaints Service by phone on 020 8253 0800 or online at https://dcs.gdc-uk.org