Complaints Procedure
Code of Practice for Patient Complaints
Our Commitment to You
At Dental by Design, we take all complaints seriously and aim to resolve them quickly and courteously. Our goal is to handle complaints in the manner we would want our own complaint to be handled.
We learn from mistakes and respond to patient concerns sensitively and effectively, ensuring continuous improvement in our service delivery.
How to Make a Complaint
If you have a complaint about any aspect of our service, please contact our Practice Manager who will be your first point of contact. Complaints can be made:
- • By telephone: 0203 917 0262
- • In person at our practice
- • In writing to: 45 Beadon Rd, London W6 0BT
- • By email: info@dentalbydesign.co.uk
Complaint Handling Process
What happens after you make a complaint
- • We will acknowledge your complaint in writing within three working days
- • We will offer to discuss your complaint at an agreed time
- • We will inform you about the investigation process and expected timeline
- • We will keep you informed about the investigation progress
- • We maintain comprehensive records of all complaints and actions taken
External Complaint Channels
If you are not satisfied with our response to your complaint, you may contact the following external organizations:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 020 7123 8335
Website: www.ombudsman.org.uk
Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER
Telephone: 020 7123 8335
Website: www.dentalcomplaints.org.uk
Financial Ombudsman Service
Telephone: 020 7123 8335
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
We are committed to providing excellent patient care and value your feedback
Your complaints help us improve our services for all patients