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25+ Years of State of the Art Dentistry and Facial Aesthetics

COMPLAINTS PROCEDURE

How do I complain?

You can make a complaint verbally or in writing, and you can make it directly to your dentist or any member of the practice team.

How will my complaint be handled? (Verbal)

A verbal complaint will be immediately logged by the member of the team you talk to, and we will try and resolve your concerns at the time. If appropriate, the Practice Manager will discuss your complaint with you to try and resolve the situation. As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician, who will be available to discuss and resolve your concerns.

How will my complaint be handled? (WRITTEN)

You can make a complaint in writing to your practice, the Practice Manager or the practitioner, and it will be handled as outlined below.

1. An acknowledgement letter of your complaint will be sent to you within three working days.

2. Your complaint will be passed to our Complaints Manager, Dr A J Khan

3. If your complaint is about clinical care, it will be passed to your treating practitioner so that they can respond to the complaint and resolve it.

4. A full response will be provided to you within 15 working days.

If we think there will be a delay in providing a full response, we’ll let you know, and we’ll keep you updated every ten working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Dr A J Khan, who can be contacted at puredental@aol.com

What do I do if I’m not satisfied with the outcome?

As your care was provided privately, and you’re not happy with the outcome of your complaint, you can contact the Dental Complaints Service:

By post:
Dental Complaints Service, 
Stephenson House, 
2 Cherry Orchard Road, 
Croydon, 
CR0 6BA

By email: 
info@dentalcomplaints.org.uk

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