If you wish to make a complaint by telephone or in person, we will listen to your complaint and offer to refer you to our Complaints Manager, Dr Kamal Sud immediately. If he is not available at the time, you will be told when you can speak with him. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements can be made for someone else to deal with it.
If your complaint is in writing or by email it will be passed on immediately to Dr Sud to deal with.
We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed.
Once we receive a letter of complaint we set up a file for the patient concerned and all correspondence sent or received will be placed there.
Our Complaints Manager will send the patient a letter of acknowledgment within 3 days while we investigate the issues raised.
A response is drawn up within 10 days, if for any reason it is going to take longer we will let the patient know.
If patients are not satisfied with the result of our procedure then a complaint may be referred to The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.