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Complaints Procedure for North Ealing Dental Care, London

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How to complain

If you have a complaint or concern about the service you have received from your dentist or any of our staff working in the practice, please let us know. Our complaints system adheres to the national criteria.

We hope that most problems can be easily and quickly resolved, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or a few weeks.

Complaints should be put in writing to the Practice manager: Alison Rhodes.

What we will do?

We will acknowledge your complaint within three working days. We will investigate your complaint and, hopefully, be in a position to offer you an explanation. Investigating your complaint, we will aim to:

  1. Find out what happened and went wrong.
  2. Make sure you receive an apology, where this is appropriate.
  3. Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentially. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

We hope, if you have a problem, you will use our practice procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you are not satisfied with the result of or procedure then a complaint may be referred to:

The Dental complaints service, The Lansdowne building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER Tele: 0845 120 540 or for complaints about private treatment. Or the General Dental Council, 37 Wimpole street London, W1M 8DQ the dentists’ registration body.

Legal responsibilities

The rights of our patients and our staff with regards to discrimination are protected by anti-discrimination legislation including:

  1. The Equality Act 2010.
  2. Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000.
  3. Employment Rights Act 1996.

By adopting this Policy, we accept our responsibility to ensure that discrimination does not take place and that everyone is treated fairly and equally.

To find out more about the services available at North Ealing Dental Care or to book an appointment please call 020 8997 2356 or email
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