If you wish to raise any concerns or make a complaint about any aspect of the practice or your treatment here, please do so with Practice manager and our Practice Administrator.  If you are unable or do not wish to raise your concern/complaint with our PM for any reason, you may speak to any member of staff at London Dental Arts who will make a note of your concern/complaint and ensure that it is dealt with in accordance with this policy.

2. You may raise any concerns or complaints in a number of ways: in person, by telephone, by email or by letter. Please give a concise account of the nature of your concern or complaint and, if applicable, the time of any incident or exchange, and details of any members of staff involved or present.

3. Your concern/complaint will be reviewed in the first instance by our Practice manager or our Practice Administrator. However, if you have expressly stated that you do not wish our PM to deal with your concern/complaint directly (or another senior member of staff assigned by him) will deal with it.

4. Regardless of whether you raise your concern/complaint in person, by telephone or in writing, we will provide you with a written acknowledgement within three working days of receiving it. You will also be given a copy of this code of practice for your information.

5. If your concern/complaint is about an aspect of your clinical care or the associated charges, it will normally be referred to the dentist/s who have treated you unless you have specifically stated that you wish someone else to deal with it.

6. It may be possible to resolve your concern/complaint straight away. If not, your concern/complaint will be investigated within ten working days of its receipt.  At the end of this period, we will do one of the following.

• • Advise you that we require more time in order to complete our investigation, giving the reason/s for the delay and a likely period within which the investigation will be completed
  • Advise you in writing of our findings and any resulting proposals to resolve the situation      

7. Proper and comprehensive records will be kept of any concern/complaint raised with us.

8. If you are not satisfied with the outcome of the procedure, you may take the matter to one or both of the following, as appropriate.

• • For complaints about private dental treatment:

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

                Telephone: 0845 612 0540

• • For complaints about professional misconduct of dental surgeons

        The General Dental Council, 37 Wimpole Street, London, W1G 8DQ

                Telephone: 0845 222 4141