At Smiles by the River, we take all complaints very seriously and are committed to ensuring every patient is completely satisfied with both their treatment and overall experience. When a concern is raised, we address it promptly and work toward a fair resolution by adhering to the following principles:
Respectful Responses: We treat all complaints as we would want our own to be handled—learned from and resolved with sensitivity and respect.
Immediate Resolution: Our reception and treatment coordination teams are encouraged to resolve any issues on the spot. If a complaint requires further escalation, it will be forwarded to our practice manager, Navdeep Chal.
In-Person and Telephone Complaints: If you raise a concern by phone or at our welcome desk, we will listen carefully and refer you to the practice manager. If unavailable, your complaint will be logged, and we will contact you within 24 hours to arrange a meeting with your dentist. If necessary, another senior team member will step in to ensure your concern is addressed.
Written Complaints: Written complaints are forwarded directly to the practice manager, and you will receive an acknowledgment within 24 hours.
Clinical Concerns: Complaints regarding clinical care or associated charges will be referred to your dentist unless you indicate otherwise.
Timely Investigation: We aim to investigate your complaint within two weeks, allowing us to fully understand the circumstances. We will then contact you to arrange a meeting or phone call to discuss the matter further. Should any delays occur, we will inform you of the reasons and provide an updated timeline.
Final Decision: Once our investigation is complete, we will communicate our decision in writing and maintain detailed records in compliance with regulatory standards.
If you remain unsatisfied with our resolution, you may escalate your complaint to:
• Dental Complaints Service: 37 Wimpole Street, London, W1G 8GT – 02082530800
• General Dental Council: 37 Wimpole Street, London, W1G 8GT – 02071676000
Your feedback is invaluable in helping us continually improve our service, and we appreciate the opportunity to address your concerns.
