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Complaints Procedure

We are committed to providing the highest standard of care. If something goes wrong, we want to hear about it so we can put it right.

Our Commitment

At Smile Dentist, we take all complaints seriously. We aim to resolve any concerns as quickly and fairly as possible. We view complaints as an opportunity to learn and improve the quality of care we provide.

How to Make a Complaint

If you are unhappy with any aspect of your care, please let us know. You can raise a complaint in the following ways:

In Person

Speak to any member of our team at the practice, or ask to speak with the Practice Manager.

By Email

Send your complaint to info@smiledentist.co.uk

By Post

Write to: The Practice Manager, Smile Dentist, 20 Old Brompton Road, South Kensington, London, SW7 3DL

By Phone

Call us on 020 7183 2362

What Happens Next

1

Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it.

2

Investigation

We will investigate the matter thoroughly, which may involve reviewing clinical records, speaking to staff members, and consulting with you for further details.

3

Response

We aim to provide a full written response within 10 working days. If the investigation requires more time, we will let you know and keep you informed of progress.

4

Resolution

We will explain our findings, apologise if appropriate, and outline any actions we will take to prevent the issue from recurring.

If You Are Not Satisfied

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

Dental Complaints Service

For complaints about private dental treatment:

General Dental Council (GDC)

For concerns about a dental professional’s fitness to practise:

Care Quality Commission (CQC)

For concerns about the safety or quality of care:

Information Commissioner’s Office (ICO)

For data protection complaints:

Confidentiality

All complaints are handled in strict confidence. Making a complaint will not affect the quality of your ongoing care. We welcome feedback as it helps us improve our services for all patients.