Patient Complaints Procedure

We take all complaints at Battersea Dentist very seriously and investigate them thoroughly, fairly, and with strict confidentiality. Feedback is invaluable to us, as it helps us improve the quality of our care and services. Patients who raise concerns will never be treated differently, and we are always happy to explain our complaints procedure or answer any questions you may have.

If you are unhappy with any aspect of your care or service, please let us know as soon as possible so we can address the issue promptly. We accept both verbal and written complaints, and a complaints form is available from reception upon request.

Elizabeth Hollamby is our Complaints Manager and will be your main point of contact throughout the process. Where possible, we aim to resolve verbal complaints within 24 hours. For written complaints, an acknowledgement will be sent within three working days, and a full written response will be provided as soon as practicable. If your concern relates to clinical care, it will usually be referred to the treating dentist.

Complaints can be submitted by post to 158–160 Battersea Park Road, London SW11 4ND, by phone on 020 7450 2920, or by email to info@battersea-dentist.co.uk.

If the Complaints Manager is unavailable, we will record brief details of your concern and arrange a suitable time to discuss it further. All complaints are documented and stored securely, with access limited to those directly involved. If an investigation takes longer than expected, you will be updated at least every ten working days on progress, reasons for any delay, and the expected completion date.

Once the investigation is complete, you will receive a clear written response addressing each of your concerns. You may also be invited to attend a meeting to discuss the outcome and any practical solutions we can offer.

We regularly review patient feedback and complaints to help improve our services, and we welcome all comments, suggestions, and concerns. If you remain dissatisfied with our response, you have the option to escalate the matter using the contacts below.

Further Support and Contacts

• Private Dental Complaints Service (GDC)
  Telephone: 020 8253 0800
  Website: www.dentalcomplaints.org.uk
  (Complaints must be made within 12 months of treatment or becoming aware of the issue.)

• Care Quality Commission (CQC)
  Telephone: 03000 616161
  The CQC regulates private and NHS dental services in England.

• General Dental Council (GDC)
  Website: www.gdc-uk.org
  Email: information@gdc-org.uk
  Telephone: 020 7167 6000