Our Policy – a Guide for Patients

This practice is committed to offering high standards of care and service to our patients. If we have failed to meet your expectations we will make best endeavors to deal with any dissatisfaction promptly and courteously and learn from our mistakes.

If you have a problem please feel free to raise it with any member of staff, who will always try and resolve your concern. If we cannot do so immediately please ask the Practice Manager for a Complaints Form.

You will receive an initial acknowledgement from the receptionist within 3 working days of us receiving your written complaint.

We will make every effort to fully investigate the issue ASAP. If there is a delay in investigation we will notify you about it, giving the reasons and likely date for its completion.

We will keep comprehensive records and will inform you of the outcome of the investigation and our response to it. We will also offer to meet you at this point; it is our goal to offer the best solution, as we never want to have unhappy patients.

Should you require a copy of your records the following procedure must be followed under the Data Protection Act.

  1. You must apply in writing and enclose the £50.00 statutory fee.
  2. You will be provided with copies of your records within 40 days of us receiving the written request.
  3. You can ask to read their records within the practice, this again must be applied for in writing and you must produce photographic proof of your identity before being allowed supervised access to your records. In this case no fee is chargeable but we will make the appointment at a time convenient to both you and ourselves.

If you are still dissatisfied after following the practice procedure you can complain to the Parliamentary and Health Service Ombudsman, Milbank Tower, Milbank, London, SW1 4QP or telephone 03450 154033 between 8.30am and 5.30pm.

If the treatment was private, you can contact The Dental Complaints Service The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER or telephone 08456 10 540 between 8.30am and 5pm.

General Dental Council
37 Wimpole Street
London. W1G 8DQ
Telephone number 02078873800

Dental Complaints Service
The Lansdowne Building,
2 Lansdowne Road
Croydon, CR9 2ER
Telephone number 08456 10 540

Finding our practice and getting in touch

For more information on our treatments or any further enquiries, please contact us today.

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