COMPLAINTS POLICY

Last Updated: 16 June 2026

At Dental Care London, we are committed to providing high-quality dental care and excellent patient service. We welcome feedback and take all complaints seriously, as they help us improve our services.

This Complaints Policy is designed in accordance with the General Dental Council (GDC) Standards for the Dental Team.

1. OUR COMMITMENT

We aim to:

• Treat all patients with dignity, respect, and fairness
• Make it easy for patients to raise concerns
• Investigate complaints thoroughly and fairly
• Resolve complaints promptly
• Learn from complaints to improve our service

2. HOW TO MAKE A COMPLAINT

If you are unhappy with any aspect of your treatment or service, please tell us as soon as possible.

Complaints can be made:

• In person
• By telephone
• By email
• In writing

3. COMPLAINTS MANAGER

The Practice Complaints Manager is responsible for handling complaints and ensuring they are investigated properly.

If your complaint relates to clinical care, it may also be reviewed by the treating dentist or Clinical Director.

4. WHAT HAPPENS NEXT

Step 1 – Acknowledgement

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

Step 2 – Investigation

We will investigate your complaint thoroughly and fairly. This may include:

• Reviewing your dental records
• Speaking with staff involved
• Reviewing treatment plans and consent documents

Step 3 – Response

We aim to provide a full written response within 10–20 working days depending on the complexity of the complaint.

If more time is needed, we will keep you informed.

5. COMPLAINTS ABOUT CLINICAL TREATMENT

Where your complaint concerns clinical treatment, the treating clinician may be involved in the review.

An independent second opinion may be recommended where appropriate.

6. CONFIDENTIALITY

All complaints will be handled confidentially and in accordance with UK GDPR and the Data Protection Act 2018.

Complaint records will be kept separately from your clinical records where appropriate.

7. IF YOU ARE NOT SATISFIED

If you are not satisfied with our response, you may contact:

The Dental Complaints Service is an independent service for private dental complaints.

8. TIME LIMITS

We encourage complaints to be made as soon as possible.

Generally, complaints should be raised within 12 months of the event or within 12 months of becoming aware of the issue.

9. LEARNING FROM COMPLAINTS

We review complaints regularly to:

• Improve patient care
• Improve communication
• Review internal systems
• Train staff where necessary

10. ACCESSIBILITY

This Complaints Policy is available:

• On our website
• At reception
• In alternative formats upon request

11. ZERO TOLERANCE

We operate a zero-tolerance policy towards abusive, threatening, or aggressive behaviour towards our staff.

Such behaviour may result in refusal of treatment or removal from our patient list where appropriate.

CONTACT US