We are committed to offering a high standard of service. We take complaints about our service seriously. We aim to put things right when we fall below the standards we set ourselves.
We value complaints and use information from them to help us improve our service.
Our Policies set out our commitment to:
- communicate effectively with you
- work in an open and fair way, and
- carry out our duties competently and responsibly.
If something goes wrong or you are dissatisfied with our service, please tell us. You have the right to complain if you feel we have failed in the service we have provided to you.
Making a complaint
If you wish to make a complaint, you can do so, verbally or in writing to any member of staff.
- Once your complaint has been made, your complaint will be forwarded onto the Complaint’s Lead, who will aim to respond and acknowledge your complaint within 3 working days.
- Your complaint will be investigated and the outcome of the investigation will provided within 10 working days. If there is an expected delay to this, we will inform you at the earliest opportunity, detailing the expected length of delay.
- A final decision of the complaint outcome should be reached within 28 working days of the complaint being made.
- If you are unhappy with the explanation or outcome of the investigation, you may wish to appeal the decision.
Details of where to appeal to can be found on the bottom of this page.
Summary of complaints procedure
- Discuss your complaint with a LDSC staff member, or write/email your complaint to our ‘Complaints Lead’: info@ldsc.co.uk
- We will acknowledge your complaint within 3 working days.
- We will investigate your complaint and provide you with our investigation outcome within 10 working days.
- We aim to resolve the complaint within 28 days. We will inform you if there are any delays to any of the above time scales.
If you are unhappy with the outcome of a complaint
You should appeal to the Practice first in this instance before escalating the below appeal channels. You can only write to the following bodies if you are not satisfied with how your complaint has been handled at the practice:
General Dental Council (Private Treatment)
General Dental Council Complaint Service, 37 Wimpole Street, London, W1G 8DQ
Tel: 0208 253 0800
https://dcs.gdc-UK.org
NHS North Central London CCG (NHS Referred Treatment)
15 Marylebone Road, Marylebone, London, NW1 5JD
Tel: 02033504540
https://www.centrallondonccg.nhs.uk/your-voice/feedback-and-complaints.aspx
If you are still unhappy with the above’s response(s), you may escalate your complaint to:
Parliamentary & Health Service Ombudsman
Tel: 0345 015 4033
https://ombudsman.achieveservice.com/en
The PHSO’s decision will be final.
