Complaints Procedure

At Morden Dentist, we are committed to providing high-quality care and ensuring patient satisfaction. We take complaints very seriously, addressing them promptly, fairly, and confidentially. Complaints help us improve our services, and we will never discriminate against any patient for making a complaint.

If you are dissatisfied with any aspect of our care or service, please inform us as soon as possible so we can address your concerns promptly.

How to Make a Complaint

The Complaints Manager will be your main point of contact for handling complaints.

Verbal Complaints

  • If you raise a concern at reception or by phone, we will listen carefully and refer you to the Complaints Manager immediately.
  • If the Complaints Manager is unavailable, we will take brief details and arrange a meeting as soon as possible.

Written Complaints

  • If you submit a complaint in writing, it will be forwarded to the Complaints Manager immediately.
  • We will acknowledge your complaint in writing within three working days and aim to provide a full response as soon as possible.

Complaint Handling Process

  1. Acknowledgment
    Written complaints will receive a formal acknowledgment within three working days, including a copy of this complaints policy.
  2. Investigation & Response
    We will investigate the complaint as soon as possible and provide an explanation of the circumstances. If the complaint is about clinical care or treatment charges, it may be referred to the dentist unless you request otherwise. If a meeting is not possible, we will attempt to resolve the matter via telephone.
  3. Ongoing Updates
    If the investigation takes longer than expected, the Complaints Manager will keep you updated on progress and provide an estimated resolution date.
  4. Resolution
    Once the investigation is complete, you will receive a written response detailing the outcome and any solutions offered.
    A meeting may be arranged to discuss the findings.
  5. Record Keeping
    All complaints are recorded confidentially and securely.
    We regularly review complaints to improve our services.

Escalation of Complaints

If you are not satisfied with our response, you may escalate your complaint to:

Morden Dentist
6 Crown Parade, Morden, London SM4 5DA
020 8540 8879
admin@drnajeebhussain.co.uk

Alternatively, you can contact the Dental Complaints Service (DCS) within 12 months of treatment or becoming aware of the issue:

Dental Complaints Service (DCS)
020 8253 0800
https://dcs.gdc-uk.org/

We welcome all feedback, comments, and complaints as part of our commitment to continuous improvement.