Practice Feedback Procedure

We aim to provide the highest quality dentistry, in an empathetic and professional approach to our patients. If, however, this is not achieved for whatever reason, we would appreciate the opportunity to rectify it. Please let us know if you have any complaints or concerns regarding the service you have received from the dentists or any other staff member in our practice.

How to leave feedback?

We hope that most of the problems can be resolved easily and quickly at the time when the issue emerges and with the person concerned. If your problem cannot be sorted out in such way and you would like to make a complaint, please let us know as soon as possible. It would be ideal if you do that within few days or weeks as this would make it easier for us to establish what happened.

If it is not possible to do that please let us have details of your complaint:

  • Within 6 months of the initial incident; or
  • Within 6 months of discovering that you have a problem provided this is within 12 months of the incident

If a complaint is submitted about the treatment you have received, please do that with the dentist who you would normally see. Alternatively, you may book an appointment with the Practice Manager to discuss your concerns. The Practice Manager will clarify the complaints procedure to you and make sure that your concerns are handled promptly. Please be as clear as possible about your complaint as this would help when processing it.

What we shall do

We acknowledge all complaints within two working days. We aim to get back to you within 28 working days of the initial day that you raised your complaint with us. After that period has passed we shall be in a position to give you an explanation or organise a meeting.

During the investigation of your complaint, we aim to:

  • Discover what happened and what went wrong
  • Discuss your the problem with the people involved
  • Offer you an apology if appropriate
  • Do our best to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we strictly follow the rules of confidentiality. In the events where you are complaining on behalf of somebody else, we have to make sure you have the permissions to do so. A document that has been signed by that person will be needed, unless in cases where that person is incapable (because of physical or mental illness).

We hope that, if you have a problem you will make use of our practice complaints procedure. We believe this will improve our service and give us with a better chance of putting right whatever has gone wrong.

General Dental Council
+44 (0) 845 222 4141 (UK local rate)
or +44 (0) 20 7887 3800
37 Wimpole Street
London W1G 8DQ

“Manuela and Laura did a wonderful job providing me with great service and useful information about my own dental care and about the practice while maintaining a friendly and professional attitude. I will definitely be visiting them again and recommending them to others. Big thumbs up!”

Eleonora Calviello