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Complaints Procedure/Policy

We take complaints very seriously

If you are unhappy with our service in any way please raise your concerns by writing to us in the form on the right and we will try our best to resolve your concerns as soon as possible. ​
 
We are grateful for giving us an opportunity to improve ourselves and to look in to your concerns.
 
If you have any concerns or complaints about the service you received from our dentist or staff, please don’t hesitate to share them with us. We follow national guidelines for handling complaints and aim to resolve most issues quickly and directly, often right when they occur with the involved person. However, if your issue can’t be resolved this way and you wish to make a formal complaint, we encourage you to contact us as soon as possible—ideally within a few days or weeks. We will make sure your concerns are addressed promptly and appreciate it if you can be as specific as possible about the issue.

We will acknowledge your complaint within three working days and provide an explanation. During our investigation, we aim to:

  • Understand what happened and what went wrong.
  • Ensure you receive an appropriate apology, if needed.
  • Identify steps we can take to prevent similar problems in the future.

If you’re not satisfied with the outcome, your complaint can be referred to the following organizations:

  • For Treatment complaints: The Parliamentary and Health Service Ombudsman, Milbank Tower, Milbank, London SW1P 4QP, Tel: 0345 015 4033 or visit www.ombudsman.org.uk.

  • For private treatment complaints: The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, Tel: 0845 120 540 or visit www.dentalcomplaints.org.uk.

  • For issues with a dentist’s registration: The General Dental Council, 37 Wimpole Street, London, W1M 8DQ.

We believe using our internal procedure is the best way to address your concerns and improve our service, but it won’t affect your ability to escalate the issue if you’re unhappy with the outcome.

 
 
 

 

 

 
 
 
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