Complaints Procedure

If you are not happy with our treatment or services, let us know!

At The Perfect Smile Studios, we pride ourselves on our dedication to delivering the care our patients deserve.

We always endeavour to exceed their expectations in every way we can.  An essential factor in our work is communication.

We strive to communicate with our patients throughout all stages of their treatment to address any concerns promptly.

We take our patient’s goals, desires and concerns very seriously and aim to ensure that all of them are happy with their experience using our services.

We aim to resolve any concerns courteously and promptly so matters are resolved as quickly as possible and to the patient’s satisfaction.

Practice Complaints and Feedback Procedure:

We are constantly looking to improve our services and take every opportunity to do so. Our dedicated team will respond to patient concerns in a caring and sensitive way.

Complaints are managed by the Practice Manager,  Naomi Watling, who will acknowledge any complaint in writing normally within 5 working days.

We will seek to investigate the matter within 25 working days. If we are unable to investigate the complaint within 25 working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed. You will be informed of the progress of our investigation and we are happy to communicate the process with you throughout.

Our investigation will ensue to ascertain:

  • What happened?
  • What can we do to make our patient happy right now?
  • What action will be taken to resolve the matter moving forward?
  • What will be done to stop this re-occurring?

Our aim is to always create a complete, amicable and satisfactory resolution for every patient.

We achieve this by meeting at the practice so that we can understand your concerns further and provide you with adequate details and options to resolve your complaint.

If a patient is not satisfied with the resolution then the complaint may be referred to The Dental Complaints Service. They are there to assist private dental patients and resolve complaints about private dental services.

They are an independent dental complaints service available to patients across the UK. This is a last option solution that we avoid by doing what we can to ensure resolution and patient satisfaction.

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

Click here for their complaints form.

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