Complaints procedure

We always welcome the feedback that we receive concerning the services we provide.

If you feel there is something you would like to bring to our attention please feel free to comment and make suggestions, be it in connection with the clinical or non-clinical aspects of the practice.

All suggestions are valued and although it’s nice to hear the positive feedback, we also recognise that sometimes a complaint will highlight an issue we have overlooked and as a result it will help us to improve the service we provide you and our other patients with.

Complaints procedure

We take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Aron Balkin, our principal.
  2. If Aron Balkin is not available at the time, then you will be asked when you will be able to talk to him and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on.
  3. We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
  4. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  5. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  6. Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure then a complaint may be made to:

  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct
See our Google Reviews here