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  • 1 COPPER ROW
  • LONDON
  • SE1 2LH
020 7407 0211 Contact Book Now

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Miss Shefali Sood, Principal Dentist.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Principal Dentist. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist, Miss Shefali Sood.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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stars 1

Honestly the best dentist in the world, lovely owners, professional and warm staff. I used to have a fear of dentists until I started coming here- it’s defo the place to go to if you used to be scared like me! I can say hand on heart, That fear is now gone and I actually look forward to my appointments!...

Sara Anne B.

stars 1

This is an excellent dental practice that I've been recommending to my coworkers for awhile. The staff is friendly and professional. The sisters who run the practice are thorough not just with the examinations and cleaning, but also make sure to give me personalized and practical advice for at-home care. They make it as pleasant as a trip to the...

Stu W.

stars 1

I enquired about a chipped tooth issue and was seen within 24 hours of making the enquiry. Treatment options were clearly explained and discussed, in what is a very professional setting just off Shad Thames. I appreciate the fact that costs were also discussed before making the appointment, which meant that there were no surprises on the day. Overall, very...

JC Le S.

stars 1

After years of not going to the dentist, I was dreading my visit. Very welcoming practice. Dr Li kept me informed of my treatment plan and explained clearly what was needed and why. Very reassuring and professional. I've never had to wait for my appointments as well, which is very appreciated on a tight schedule.

Quentin B.

stars 1

I visited Londent and had an initial consultation with Dr Panayiotis Kaimakamis (Periodontist). What an absolute dream he was from start to finish. I was quite anxious regarding some rather complex periodontal surgery I needed ASAP and his customer care, subject matter expertise and surgical skills in my humble opinion remain unmatched. I recommend both this clinic and Dr Pano...

Lila B

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Our incredible team will make your visits as easy and as comfortable as possible, and your health and happiness will always be our number one priority.

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