Dentalondon Complaints Policy & Procedure

1. Introduction
At Dentalondon, we welcome all feedback. Complaints, compliments, and suggestions help us maintain high standards of care and continually improve our service.

2. What Is a Complaint?
A complaint is any expression of dissatisfaction about our service, whether spoken, written, or sent electronically.
Complaints can be made by patients, their family members, or someone acting on their behalf.

If someone wishes to make a complaint on behalf of a patient, a Consent and Authority Form must be completed and signed by the patient to give permission for the matter to be discussed and investigated.

This protects patient confidentiality and ensures we comply with data protection and professional standards.

3. Our Commitment
We take every complaint seriously and aim to resolve issues quickly, fairly, and compassionately. Each complaint helps us identify ways to improve and prevent problems from happening again.

4. Fairness and Accessibility
Our complaints process is open, transparent, and free from discrimination.
We provide alternative communication methods and support for patients who have difficulties with communication or whose first language is not English.

5. Confidentiality
All complaints are handled with complete confidentiality. Your privacy is always protected, and your care will not be affected because you have raised a concern.

6. Staff Responsibilities
All staff are trained to respond to complaints appropriately and to escalate concerns promptly.
Management ensures that all complaints are logged, investigated, and used as learning opportunities to improve our service.

7. How to Make a Complaint
You can make a complaint in any of the following ways:

• Online: via our website Complaints Form
• Email: info@dentalondon.co.uk
• In person or by post: by completing a Complaints Form available at Reception

We acknowledge all complaints within 3 working days and aim to provide a full written response within 20 working days.

8. Complaints Procedure

• We will always try to resolve your concern immediately or within 24 hours where possible.
• If this isn’t possible, the complaint will be recorded and formally investigated.
• You’ll receive updates throughout and a clear written outcome once the investigation is complete.
• If the matter cannot be resolved to your satisfaction, you may request an internal review.

9. Internal Complaint Review
If you are not satisfied with our initial response, a senior manager or dentist not previously involved will carry out an independent review.
A full response will be provided within 20 working days of acknowledgment.

10. External Review
If you remain dissatisfied after our internal review, you may contact:
Dental Complaints Service (for private dental care)
37 Wimpole Street, London W1G 8DQ
Tel: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: https://dcs.gdc-uk.org

You can also contact the Care Quality Commission (CQC) if you are concerned about the quality or safety of our care:
https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider

Concerns about professional conduct may also be raised with the General Dental Council (GDC): https://www.gdc-uk.org

11. Vexatious Complaints
We recognise that some complaints may be unreasonable or repetitive. Such cases will be reviewed carefully by management to ensure fairness before any action is taken.
We remain committed to listening and responding appropriately in all circumstances.

12. Complaints Log
All complaints, investigations, outcomes, and actions are recorded securely.
This information is reviewed regularly to support service improvement and staff learning.

13. Investigations
Complaints are investigated thoroughly by trained and experienced staff.
Evidence and records are reviewed to ensure transparency and fairness throughout the process.

14. Unresolved Complaints
If a complaint cannot be resolved or relates to professional conduct, it may be referred to relevant external bodies such as the General Dental Council, Integrated Care Boards, or the Dental Complaints Service.

15. Compliments
We welcome and value compliments from our patients. They help us recognise excellent care and celebrate our team’s achievements.
Compliments are shared with staff and may be displayed (with permission).

16. Suggestions
Suggestions for improvement can be made verbally, in writing, or through our website.
Each suggestion is reviewed and considered as part of our ongoing commitment to enhancing patient care.

17. Audit and Evaluation
We regularly review complaints and feedback to identify trends, improve service quality, and ensure our processes remain fair, effective, and patient-centred.

18. Anonymous Complaints
Anonymous complaints are taken seriously and investigated in the same way as named complaints.
They are logged and any necessary corrective action is recorded.

19. Safeguarding Concerns
If a complaint suggests that a patient may have been harmed or is at risk, we follow our Safeguarding Policy and inform the relevant authorities, including the CQC, as required.

20. Definitions

• Complaint: Expression of dissatisfaction about care or service
• Compliment: Expression of satisfaction or praise
• Suggestion: Idea or recommendation for improvement
• Vexatious Complaint: A repetitive or unreasonable complaint intended to disrupt or distress