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Complaint Policy

Kingston upon Thames

Smile Rooms always has patient care at the heart of everything we do. If you do have any suggestions, we would welcome these in writing to Smile Rooms, 3, Old Row Court, Kingston upon Thames KT1 1XZ

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.

Smile Rooms Dental Practice takes complaints very seriously 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.

We accept complaints made verbally as well as written complaints. This will be passed on to Emily Midgley.

Emily Midgley will be your personal contact to assist you with any complaints.

If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing within 14 working days.

Smile Rooms Dental Practice takes complaints very seriously 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.

  • The person responsible for dealing with any complaint about the service we provide is our Practice Manager. If a patient complains by telephone or at the reception desk, we will listen to the complaint and offer to refer them to the Practice Manager immediately. If the Practice Manager is not available, the patient will be informed when they can speak to them and arrangements will be made. A staff member will take brief details of the complaint and pass them on.
  • If it is not possible to arrange this within a reasonable time, or if the patient does not wish to wait, alternative arrangements will be made for someone else to deal with the complaint.
  • If a patient complains in writing, the letter or email will be passed on to the Practice Manager immediately.
  • If a complaint relates to clinical care or associated charges, it will normally be referred to the dentist unless the patient requests otherwise.
  • We will acknowledge the complaint in writing and provide a copy of this Code of Practice as soon as possible, usually within 2 working days.
  • We will investigate the complaint within 10 working days of receiving it and provide an explanation of the circumstances that led to the complaint. If the patient does not wish to meet, we will attempt to speak with them by telephone.
  • If the investigation cannot be completed within 10 working days, we will inform the patient of the reason for the delay and provide an expected completion date.
  • We will confirm the outcome of the complaint in writing once the investigation is complete.
  • Proper and comprehensive records of all complaints are kept in the Complaints File.
  • If a patient is not satisfied with the outcome of our procedure, they may make a complaint to the address provided below.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact:

Dental Complaints Service

The Lansdowne Building
2 Lansdowne Road
Croyden
CR9 2ER
Tel. 08456 120 540
E-mail: info@dentalcomplaints.org.uk

You may also like to contact The General Dental Council for more advice:

The General Dental Council
37 Wimpole Street
Kingston upon Thames
W1M 8DQ
Tel. 020 7887 3800
E-mail: Complaints@gdc-uk.org

Financial Ombudsman
Website: https://www.financial-ombudsman.org.uk/
E-mail: complaint.info@financial-ombudsman.org.uk
Call the helpline: 0800 023 4567