11C Bell Yard Mews, Bermondsey Street, London, SE1 3TN 020 7940 0880

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.

Stage one

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. We will never discriminate against patients who have made a complaint. Please address all complaints to the practice amanager. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.

We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cases the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Stage two

If you are still not satisfied after our investigation of your complaint and our attempts at trying to resolve matters within the practice, you may with to contract the Dental Complaints Service, who mediate private treatment complaints as part of the General Dental Council by calling
0845 612 0540 or visiting www.dentalcomplaints.org.uk

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