Comments & complaints

Your feedback helps us keep improving our care, so we welcome all comments and suggestions. Please contact us if you would like to share your thoughts.

We also take complaints very seriously and aim to handle every concern promptly, courteously and in a way we would expect to be treated ourselves.

Our team respond with sensitivity, use each complaint as an opportunity to learn, and work to resolve issues as quickly and fairly as possible.

Our complaints process 

1. Our Complaints Manager, Dr Petya Andrijevska (Clinical Manager), is responsible for overseeing and resolving any concerns about our care.
2. You can raise a complaint in person or by phone. Our team will note the details and, where possible, arrange for you to speak with the Complaints Manager straight away. If she is unavailable, we will offer the next suitable time, or, if you prefer, another senior team member can review your complaint.
3. If you write to us (by email or letter), your complaint will be passed directly to the Complaints Manager.
4. If your concern involves clinical care or charges, it will usually be shared with your treating dentist, unless you ask us not to.
5. We will acknowledge your complaint in writing within three working days and include a copy of our complaints code of practice.
6. We aim to fully investigate and explain what happened within ten working days. If we cannot complete our investigation in that time, we will let you know why and give you a new expected timeframe.
7. Once our review is complete, we will send you our findings and any decisions in writing.
8. We keep a clear record of all complaints so we can review them, learn from them and improve our service.
9. If you are unhappy with our response or how your complaint has been handled, you can escalate it to:

– The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ, 020 8253 0800 – for complaints about private treatment.

– The General Dental Council, 37 Wimpole Street, London, W1M 8DQ, 020 7167 6000 – for concerns about professional misconduct.

– If your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.(complaint.info@financial- ombudsman.org.uk)(helpline on 0800 023 4567)