If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will acknowledge your complaint within three working days, enabling us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.
Complaints should be addressed to Joanne Maher – Complaints Manager, or Valeria Andrade – Deputy Complaints Manager and you may ask for an appointment with Jo or Valeria in order to discuss your concerns. At this appointment, on or receipt of your complaint we will explain the complaints procedure to you and will try to ensure that your concerns are dealt with promptly. At this point, it would be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 28 days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
Find out what happened and what went wrong and make it possible for you to discuss the problem with those concerned, if you would like this. We will try to ensure that you receive an apology, where this is appropriate and we will identify what we can do as a Business to make sure the problem doesn’t happen again.
Depending on the nature of the complaint or claim, we may need to provide information about you, the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ Telephone: 020 8253 0800 (Monday – Friday 9am – 5pm)
General Dental Council
37 Wimpole Street London W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800
Approved By: Nik Sisodia
Date Published: 18/03/2024
