Complaints Policy

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. 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. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.

Addressing Complaints

Complaints should be addressed to Zahra Moshtofar, Complaints Manager, or Sara Moshtofar, Deputy Complaints Manager. You may ask for an appointment to discuss your concerns. We will explain the complaints procedure to you and ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our Response

We shall acknowledge your complaint within three working days and aim to investigate your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the individuals involved. When we investigate your complaint, we 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 ensure the problem doesn’t happen again.
Should a patient make a complaint or claim, we may need to provide information about the patient and the treatment they have received to insurers, indemnifiers, or legal advisers.

Complaining on Behalf of Someone Else

Please note that we strictly adhere 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 or mental illness) of providing this.

Complaining to Dental Complaints Service

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, this does not affect your right to complain to an independent body if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. For further advice, you should contact:

Dental Complaints Service
37 Wimpole Street
London W1G 8DQ
Telephone: 020 8253 0800 (Monday – Friday, 9 am – 5 pm)

General Dental Council
37 Wimpole Street
London W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800

Complaints and the CQC

The CQC does not get directly involved with complaints made to the practice. They do, however, encourage giving feedback for service providers. To send feedback to the CQC, please go to: https://www.cqc.org.uk/give-feedback-on-care or call 03000 616161 (Monday to Friday, 8.30 am to 5.30 pm, excluding bank holidays).