Complaints Policy

Our organisation strives to meet patient expectations and resolve complaints efficiently, effectively, and courteously. Our complaints manager, Dr Rishi Agrawal, will be your personal contact to assist you with any complaints.

1. Process for Complaints:

• • Acknowledgment: Complaints are acknowledged within 5 working days.
  • Investigation: A thorough investigation follows, with a full response provided as soon as practical.
  • Communication: If delays occur, the Complaints Manager will keep the complainant informed.

2. Confidentiality: All complaints are treated confidentially and records are securely stored.

3. Outcome and Feedback: After the investigation, the complainant will receive a written response and is invited to discuss the findings and potential solutions.

4. Feedback Loop: Complaints are analysed to improve care and services, and all feedback is welcomed.

5. Further Actions: If the complainant is unsatisfied with the response, additional contacts are provided for escalating the issue.

Contacts:

For private dental treatment you can contact the General Dental Council private dental complaints service within 12 months of the treatment. The GDC is responsible for regulating all dental professionals. You can contact them on information@gdc-org.uk or by calling 020 7167 6000.

You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by using their website www.cqc.org.uk, email enquiries@cqc.org.uk or telephone 03000 616161.