Patient Complaints Procedure
It is our aim to always have satisfied patients. If something hasn't met your expectations, we want to know — promptly, fairly, and in confidence.
Or call 020 8755 7900·Whitton, Twickenham
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as in writing.
Diane Layton is the Complaints Manager and will be your personal contact.
You can send your complaint to:
120–122 High Street, Whitton, TW2 7LL
Phone: 020 3458 5315
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about it. If the investigation takes longer than anticipated, the Complaints Manager will contact you at least every 10 working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer — these could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and improve our services. If you are dissatisfied with our response, you can take the matter further — please see the contacts below. You can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue.
External contacts
- GDC Private Dental Complaints Service — call 020 8253 0800 or visit dentalcomplaints.org.uk.
- The General Dental Council — the regulator for all dental professionals. Use their online form at gdc-uk.org, email information@gdc-uk.org or call 020 7167 6000.
- The Care Quality Commission (CQC) — regulates private and NHS dental care services in England. Call 03000 616 161. They can take action against a service provider that is not meeting their standards.
Document reference: G 110C — Patient Complaints Procedure, Ver 5. A PDF copy is available to download here.