Not happy? Neither are we

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible.
We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality.

We hope to learn from complaints to improve our care and service. We will be happy to answer any questions you may have about this procedure.

We aim to resolve verbal complaints within 24 hours where possible, if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical. We aim to resolve most complaints within 14 working days unless there are mitigating circumstances.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

We advise that your first port of call of the complaint is about your treatment that you speak directly to the dentist in question. We have found with experience that most matters can be resolved easily.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to the Parliamentary Health Ombudsman (England) by calling 0345 015 4033 or visiting www.ombudsman.org.uk

Dr Rosie Szasz is the Complaints Manager and will be your personal contact to assist you with any complaints although we encourage wherever possible that you speak directly to the dentist in question.

You can send your complaints to Princes’ Gate, Watts Way, South Kensington, SW7 1NA, call us on 020 75896623 or email manager@imperialcollegedental.co.uk

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

We will endeavour to address each of your concerns as best as we can.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint you can also contact NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line or the General Dental Council dental complaints service who can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk