Complaints Procedure | Cosmetic Dentistry Clinic London

We are committed to providing the highest standard of dental care. If you are unhappy with any aspect of the service you have received, we want to hear from you so that we can address your concerns fairly and promptly.

Our Commitment

We take all complaints seriously and view them as an opportunity to learn and improve our services. We will treat your complaint with courtesy and respect, and we will investigate it thoroughly and impartially. We aim to resolve complaints as quickly as possible.

How to Make a Complaint

If you wish to raise a concern or make a complaint, we encourage you to do so as soon as possible after the event, ideally within 12 months. You can make a complaint in any of the following ways:

In Writing

Write to the Practice Manager at:
Cosmetic Dentistry Clinic
20 Old Brompton Road
South Kensington, London SW7 3DL

By Email

info@cosmeticdentistryclinic.co.uk

By Telephone

020 7183 0755

In Person

You are welcome to speak to a member of our team at the practice. If you prefer, you can ask to speak with the Practice Manager directly.

What Happens Next

Once we receive your complaint, the following process will be followed:

• Acknowledgement: We will acknowledge your complaint within 3 working days of receipt.
• Investigation: Your complaint will be investigated by the Practice Manager or a senior clinician who was not directly involved in the matter.
• Response: We aim to provide a full written response within 10 working days. If the investigation requires more time, we will keep you informed of progress.
• Resolution: We will explain our findings, offer an apology where appropriate, and outline any actions we will take to prevent similar issues in the future.

If You Remain Unsatisfied

If you are not satisfied with our response, you have the right to escalate your complaint to the following external bodies:

Dental Complaints Service

The Dental Complaints Service provides a free and independent service for resolving complaints about private dental care.

Website: dcs.gdc-uk.org
Phone: 020 8253 0800
Email: info@dentalcomplaints.org.uk

General Dental Council (GDC)

If your complaint relates to the professional conduct, performance, or fitness to practise of a dental professional, you may wish to contact the GDC.

Website: gdc-uk.org
Phone: 020 7167 6000

Care Quality Commission (CQC)

You can also share your experience with the CQC, which regulates dental practices in England.

Website: cqc.org.uk
Phone: 03000 616161

Confidentiality

All complaints are handled in the strictest confidence. Information relating to your complaint will only be shared with those involved in investigating and resolving it. We comply with the UK General Data Protection Regulation (UK GDPR) in all aspects of complaint handling.

Recording and Learning

All complaints are recorded and reviewed regularly by our clinical governance team. We use complaints as a valuable source of feedback to continuously improve the quality and safety of our services, as required by the Care Quality Commission.