1. Talk to us first
If something has gone wrong, please tell us as soon as possible. Most concerns can be resolved on the day with the clinician you saw or with our Practice Manager.
- Phone: 020 3745 7520
- In writing to: 20 Old Brompton Road, South Kensington, London, SW7 3DL (mark as “Complaint”)
2. What happens next
- We will acknowledge your complaint within 3 working days.
- Where possible we will resolve it within 10 working days. If a clinical investigation is needed we will keep you informed and aim to provide a full written response within 20 working days.
- We will tell you the outcome, what we have learned and any changes we have made as a result.
3. If you remain unhappy
You have the right to take your complaint to an independent body.
- Dental Complaints Service — for private dental complaints. Phone 020 8253 0800 or visit dcs.gdc-uk.org.
- General Dental Council — the regulator of dental professionals. gdc-uk.org · 020 7167 6000.
- Care Quality Commission — the regulator of dental providers. cqc.org.uk · 03000 616161.
- For data-protection concerns, you can also contact the Information Commissioner’s Office (ico.org.uk, 0303 123 1113).
4. Confidentiality & record keeping
Complaints are handled in confidence. Records of complaints are kept separately from clinical records and used only to learn and improve. Making a complaint will never affect your care.