Complaints Policy
We take any concern seriously and aim to resolve it quickly, fairly and openly. Here's how to raise a complaint and what happens next.
1. How to make a complaint
In the first instance please speak to a member of our reception team or ask to speak to the Practice Manager. You can also write to us at: Gentle Dental Care, 2b Golders Green Road, London NW11 8LH, or email gentledentalcareuk@gmail.com.
2. Acknowledgement
Verbal complaints will be addressed at the time wherever possible. Written complaints will be acknowledged within three working days.
3. Investigation
The Practice Manager will investigate your complaint and, where appropriate, discuss it with the clinician concerned. We aim to provide a full written response within ten working days. If the matter is complex we will keep you updated and agree a realistic timeframe.
4. Outcome
Our response will set out our findings, any apology where due, and the action we will take to put things right and prevent recurrence.
5. If you remain unhappy
If you are not satisfied with our response, you can refer your complaint to:
- For private treatment: Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ — 020 8253 0800 — dcs.org.uk
- For NHS treatment: NHS England, PO Box 16738, Redditch B97 9PT — 0300 311 22 33 — england.contactus@nhs.net
- Regulatory matters: General Dental Council, 37 Wimpole Street, London W1G 8DQ — 020 7167 6000 — gdc-uk.org
- Care standards: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA — 03000 616161 — cqc.org.uk
6. Confidentiality
All complaints are treated in the strictest confidence and will not affect your future care at this practice.
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