Complaints Procedure

After clinical safety, patient satisfaction is our number one priority. Meeting your expectations is important to us.

If you are unhappy with your experience for any reason at all, we would like to hear from you so that we can promptly address the matter.

What we will aim to do

  • We try to resolve concerns locally. To achieve this, the practice manager is responsible for investigating and handling all patient complaints.

  • Patients can express their concerns easily via email by contacting

  • If a complaint is made about any aspect of clinical care, it will ordinarily be referred to the dentist for their comments.

  • Our dentists are responsible for their own clinical activity. We ensure that they are adequately insured and indemnified by their own insurance companies while they are practicing under our brand.

  • We will acknowledge receipt of any complaint within 3 working days of receipt. With our patient’s agreement we will seek to investigate the complaint and to provide a response within 10 working days of the complaint having been received.

  • In some cases, it may not be possible to provide a response within 10 working days. If this is the case, such unavoidable delays will be communicated with the patient in a timely manner.

  • If you wish to make a complaint on behalf of a third party, please note that we will need their express written consent in order to disclose any confidential information.

  • You may request a copy of your patient records either in writing to the practice address or by email to

Further escalation

If after speaking to the practice team you would like to discuss any issues further, you may contact the Dental Complaints Service (DCS) as follows:

Dental Complaints Service
37 Wimpole Street
London W1G 8DQ

Telephone 020 8253 0800