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Complaints Policy

West1 Dental Clinic operates an open and honest complaints procedure.  Our practice is committed to ensuring and safeguarding patient rights. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

It is our goal to resolve any concerns locally and the Practice Manager is responsible for dealing with and investigating all patient complaints. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist for their comments.

We will acknowledge the patient’s complaint either verbally or in writing and will enclose a copy of this complaint leaflet within three working days.  With our patient’s agreement, we will seek to investigate the complaint and provide a response within twenty working days of the complaint being received. If this is not possible, we will inform the complainant, in a timely manner, of any unavoidable delays.

If you are complaining on behalf of someone else, please note we will require their written consent to share their confidential information.

If you would like assistance in making a complaint patients may wish to contact ICAS (Independent Complaints Advocacy Service) Helpline 08453373054 or the Dental Complaints Service Helpline 08456 120 540. There may be other advocacy services in the area and details of these can be obtained from the Practice Manager.

If patients are not satisfied at the end of local resolution then they may approach:

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER.

Patients can also report their concerns to the Care Quality Commission (CQC) 03000 616161. The CQC make sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high quality care, and they encourage them to make improvements.