0141 237 5430

Complaints Procedure

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 is the Practice Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is not available at the time, then the patient will be told when they will be able to talk to Ahmed Rammahi, the 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. 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 the letter will be passed on immediately to the Practice Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, 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 as soon as possible, normally within three working days. 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.
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  7. Proper and comprehensive records are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Dental Complaints Service (08456 120 540) for complaints about private treatment
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
    • Primary Care Organisation [include address] for complaints about NHS treatment
    • The Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG (www.healthcarecommission.org.uk)

What Our Patients Say About Us

Google Reviews

  • review rating 5  Amazing dentist and great staff so welcoming 😊😊 have given me the best smile ever so happy 😁😁

    thumb Danielle Cunningham

    review rating 5  I am so happy to have found this practice after searching for a while. I am extremely nervous and dreaded getting root canal treatment. Dr Ahmed Rammahi made me feel at ease and treated my tooth without any pain.

    thumb Hussain Khan
  • review rating 5  Brilliant service, friendly staff. Highly recommended!

    thumb Keeping It Real

    review rating 5  I am so happy to have found this practice after searching for a while. I am extremely nervous and dreaded getting root canal treatment. Dr Ahmed Rammahi made me feel at ease and treated my tooth without any pain.

    thumb Hussain Khan
  • review rating 5  Amazing dentist and service. Very welcoming staff. Very modern clinic

    thumb TLego Kid

    review rating 5  Thanks for all the help with sorting out my teeth and clearing the pain so quickly

    thumb Alyaa Rammahi
  • review rating 5  First of all i would like to say the two receptionists rasha and Rebecca have always been so helpfull with arranging and if needed cancelling appointments and the magician ahmed who is only avalible every 2 week well worth the wait got all my crowns done pain free guy is a legend i would recommend this practice all day long

    thumb Parminder Singh

    review rating 5  I was recomended to come to this practice, they do a variety of different treatments at a reasonable price. Staff are well presented and extremely friendly Great dentist and he does sedation 😀

    thumb patricia granty

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***COVID-19 ANNOUNCEMENT***

Due to the outbreak of COVID-19, we are unable to operate as normal. We are following all government guidance available to ensure we have a safe return to practice soon. We have had to cancel all routine appointments including examinations and hygiene visits for the foreseeable future due to this.

WE CAN STILL HELP YOU

We are maintaining a telephone triage service Monday to Friday 10am-5pm to provide:

1. General Advice
2. Pain Relief Advice
3. Antimicrobials (i.e. antibiotics if appropriate)
4. Referral to Dental Centres (if appropriate)

As a result of new guidance, we are preparing the dental clinic to open soon for emergency treatment only.

DO NOT ATTEND THE PRACTICE UNANNOUNCED

We are still closed and will make further announcements when we are due to open.

OUT OF HOURS

Please call NHS 111 for any out of hours emergency dental care.

STAY SAFE WE HOPE TO SEE YOU ALL SOON