Complaints Procedure

We hope that you are totally satisfied with the treatment and service you receive. Sometimes, however, things fall short of what you would expect and what we strive to provide. We ask that you contact us so that we may try to remedy the situation and prevent problems from occurring again. If you have a complaint or concern about the service you have received from your dentist or any member of our staff, please let us know.

How To Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible- ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within six months of the incident that caused the problem;
  • or within six months of discovering that you have a problem, provided this is within twelve months of the incident.

Complaints should be addressed to Tauqir Butt or telephone 0845 5488001. Alternatively, you may ask for an appointment with Tauqir Butt in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

What We Will Do

We shall acknowledge your complaint or concern within two working days of receipt. We will investigate your complaint within ten working days. If your complaint requires further investigation we will write to inform you and the additional time this will take. We shall then offer you an explanation and/or a meeting to discuss the complaint. In investigating your complaint we shall aim to:

  • Establish the facts.
  • 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.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation or require further advice you should contact:

Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Croyden
CR9 2ER
Tel. 08456 120 540
E-mail: info@dentalcomplaints.org.uk

You may also like to contact The General Dental Council for more advice

The General Dental Council
37 Wimpole Street
London
W1M 8DQ
Tel. 020 7887 3800
E-mail: Complaints@gdc-uk.org