Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.

Verbal Complaints

If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is not available at the time, then the patient will be informed when they will be able to talk to the practice manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

Written Complaints

If a patient complains in writing or by email, it will be passed on immediately to the Practice Manager. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.

Investigation Process

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.  If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  

If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

Complaint Outcome

We will confirm the outcome about the complaint in writing immediately after completing our investigation.

Comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

We will do our best to provide you with a satisfactory resolution to your complaint however if you feel this is not the case, further advice should be sought from:

NHS England (for complaints concerning NHS dental care)
PO Box 16738
Redditch
B97 9PT
email: england.contactus@nhs.net

OR

Dental Complaints Service (for complaints relating to private dental care)
Stephenson House
2 Cherry Orchard Road
Croydon 
CR0 6BA
email to: info@dentalcomplaints.org.uk

Please be aware that a complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to you. 

If you still remain dissatisfied with the resolution of your complaint, then the Parliamentary Health and Service Ombudsman can be contacted at:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London 
SW1P 4QP
Tel: 0345 015 4033

Practice Managers

Farringdon:
Contact: Ruxandra Ene
Email: pmfarringdon@malmin.co.uk
Tel: 0207 831 1702

Hampstead
Contact: Alma Connelly
Email: pmhampstead@malmin.co.uk
Tel: 0207 431 7542

Barbican
Contact: Goda Lukauskaite
Email: 
barbican@malmin.co.uk
Tel: 0207 251 2222

Holborn
Contact: Talita Santos
Email: holborn@malmin.co.uk
Tel: 0207 242 2222

Manchester
Contact: Carole Pearson
Email: pmmanchester@malmin.co.uk
Tel: 0161 214 4800