Code of practice
Complaints policy.
At Hermes London Dental Clinic we take 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.
Complaints Manager
Dr Chanpreet Kalsi
Acknowledged within
3 working days
Investigated within
28 working days
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.
How we handle it
Our procedure, step by step.
- 01
The person responsible for dealing with any complaint about the service that we provide is Dr Chanpreet Kalsi, our Complaints Manager.
- 02
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and refer him or her to the Complaints Manager. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to 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.
- 03
If the patient complains in writing the letter will be passed on immediately to the Complaints Manager.
- 04
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.
- 05
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.
- 06
We will seek to investigate the complaint within 28 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 28 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
- 07
We will confirm the decision about the complaint in writing immediately after completing our investigation.
- 08
Proper and comprehensive records are kept of any complaint received.
If you are still not satisfied
Taking it further.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service
For complaints about private treatment.
37 Wimpole Street, Marylebone, London W1G 8GT
020 8253 0800The General Dental Council
The dentists' regulatory body, for complaints about professional misconduct.
37 Wimpole Street, London W1G 8DQ
0845 222 4141Speak to us first, and we will try to put it right.
Call 020 7233 7660 and ask for the Complaints Manager, or write to us at 205 Vauxhall Bridge Road, London SW1V 1ER. You can also email appointments@hermeslondondentalclinic.com.