Tell us if something isn’t right.

We try to ensure that all our patients are pleased with their experience of our services. We welcome feedback from patients and take any complaints seriously. We aim to deal with complaints courteously and efficiently so they can be resolved as quickly as possible.

Our complaints procedure outlines how we deal with any complaints. The person responsible for dealing with any complaints in the practice is Hanyyah Khan.

How to complain

We hope that most issues can be resolved easily and quickly, often at the time they arise and with the person concerned. If your issues cannot be sorted out this way and you wish to make a complaint, you can do so verbally by speaking to one of our team members, who will direct you to our complaints lead, or you can write to us by letter or email.

Complaints made verbally

If you wish to make a complaint over the phone or in person, we will listen to your complaint and offer to refer you to our complaints lead. If they are unavailable, the staff member will take your details and a brief explanation of the complaint to pass on. Your complaint will be acknowledged within three working days.

Complaints made by email or letter

Any letters or emails regarding a complaint will be immediately passed to our complaints lead. Your complaint will be acknowledged within three working days.

Investigations

We will contact you to discuss your complaint unless it can be resolved easily. Any complaints involving clinical care will be referred to the treating dentist unless you request this not to happen.

We will then investigate your complaint and will aim to have a response for you within ten working days. If it is not possible to resolve this within that timeframe, we will inform you and let you know when it is likely to be resolved.

Once we have made a decision regarding your complaint, we will inform you using your preferred contact method.

If a complaint concerns clinical care or is complex, we may need to seek advice from our insurers, indemnifiers or legal advisors and, therefore, may need to share some of your information for this purpose.

Complaining on behalf of someone else

We strictly adhere 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 of providing this because of physical or mental illness.

Time limits

Complaints should be made within 12 months of the incident or of when the complainant first discovered the problem.

Complaints to external bodies

We hope you will use our practice complaints procedure if you have a concern. We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an external body if you feel you cannot raise your complaint with us or are dissatisfied with the result of our investigation.

• Private patients: the Dental Complaints Service handles complaints made by private patients. Telephone 020 8253 0800 (Monday to Friday, 9am to 5pm). dcs.gdc-uk.org
• The General Dental Council: telephone 0845 222 4141 or 020 7887 3800. Raise a concern with the GDC
• The Parliamentary and Health Service Ombudsman: telephone 0345 015 4033. ombudsman.org.uk
• The Care Quality Commission does not get involved with complaints about the practice, but does encourage feedback on service providers. Telephone 03000 616161 (Monday to Friday, 8.30am to 5.30pm, excluding bank holidays). Give feedback to the CQC