Complaints Policy

Please let us know if you have a complaint or concern about the service you received from the dentist or any of the staff at this practice. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. Suppose your problem cannot be sorted out this way, and you wish to complain. In that case, we will acknowledge your complaint within three working days and begin our investigations, enabling us to establish what happened quickly. If it is impossible, please let us have details of your complaint within Twelve months after the incident that caused the problem.

Complaints should be addressed to Jenny Tilling – Complaints Manager, or Dr Uma Madhav – Deputy. Complaints Manager. You may ask for an appointment to discuss your concerns. We will explain the complaints procedure to you and ensure your problems are promptly resolved. It will be a great help if you are as specific as possible about your complaint.

What shall we do:

We shall acknowledge your complaint within three working days and aim to investigate it within Twenty-eight working days from the date you raised it with us. We shall then be able to offer you an Explanation or a meeting with the people involved. When we investigate your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned if you would like this
  • Make sure you receive an apology where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

Should a patient complete a complaint or claim, we may need to provide information about the patient and their treatment from insurers, indemnifiers or legal advisers.

Complaining on behalf of someone else

Please note that we keep strictly 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 (because of physical and mental illness) of providing this.

Should you wish to make a direct complaint, please contact:
Dental Complaints Service

Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Telephone: 020 8253 0800

(Monday – Friday, 9 am – 5 pm)
Or
General Dental Council
37 Wimpole Street
London
W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800

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