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.

1. The person responsible for dealing with any complaint about the service which we provide Dr Veerinder Singh Nazran, Principal Dentist.
2. 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 Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist 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 Principal Dentist. 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.
3. If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist, Dr Veerinder Singh Nazran.
4. 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.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
6. 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.
7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

If you have a complaint regarding an FCA regulated activity please be aware that we will hand it over to Citrus Compliance, our Appointed Representative Principal, who will handle your complaint in accordance with the FCA regulations.

If more than 8 weeks from the date of the complaint has passed and you haven’t received a final response, or are dissatisfied with the final response received (at any stage of the process), you can refer the matter to the Financial Ombudsman Service. Contact: The Financial Ombudsman Service, Exchange Tower, London E14 9SR Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad) Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 08452 224 141, the dentists’ regulatory body for complaints about professional misconduct.