Here at Dental Care London we take complaints seriously. We aim to ensure that all our patients are pleased with their experience of our service. When a patient complains, he/she is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.

In responding to a complaint, we aim to treat the patient the way we would like to be treated if we were in their position. We aim to respond to the patients complaint effectively and ensure that we take the opportunity to learn and improve our service.

The person responsible for dealing with any complaint about the service which we provide is Mr R Tomar.

If a patient makes a verbal complaint, we will listen to and offer to refer him/her to Mr R Tomar without delay. If Mr R Tomar is not available at the time, then the patient will be advised when he will be available and we will schedule a call at a time convenient to the patient. The member of our team will take brief details of the complaint and pass them on. After receiving any complaint we request the patient to fill the practice complaint form in order for us to reply the patient constructively and efficiently.

If a patient complains in writing, the letter or email will be passed to Mr R Tomar without delay. If a complaint is about any aspect of clinical care, it will normally be referred to the dentist.

We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within five working days. We will seek to investigate the complaint and respond within a reasonable time period. We will notify the patient, giving them an idea of the timescales.

We will provide our response to the complaint in writing as soon as possible after completing our investigation. Proper and comprehensive records are kept of any complaint received.