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Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as eficiently, effectively and politely as possible. We take complaints very seriously, we investigate 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.

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as eficiently, effectively and politely as possible. We take complaints very seriously, we investigate 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.

If you are not entirely satified with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Lucie Simic is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practicable.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, 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 and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions 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 to improve our services. That’s why we always welcome your feedback, comments, sugges ons and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment 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 by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

Best service I've ever encountered, from door to chair they are professional and friendly. My procedure was fast, painless and pretty comfortable for a tooth removal. Couldn't recommend this place enough.

After a recent visit to The Practice at the General, I felt compelled to write. The experience from start to finish was five star. Set in a beautiful and peaceful location, the super modern and luxurious practice is a calm oasis with commendable attention to detail, outstanding facilities and a truly wonderful team.

Really impressed with everything to do with The Practice. I needed a new dentist and contacted 3 dentists around Queen Sq, The Practice were the only one to call me back. The location, facilities and staff are all brilliant and I can't recommend them highly enough. Thank you to Tristan and his team.

This was my first visit to this practice and I can hand on heart say that I will be returning. Not only are the staff professional and make you feel at ease but the interior is also stunning. My teeth look fantastic as well!