Complaints / Feedback Procedure

We are committed to providing a high standard of care. If you are unhappy with any aspect of your experience, we encourage you to let us know as soon as possible so we can put things right.

How to make a complaint

You can raise a concern or complaint in the way that is most comfortable for you:

• Speak to a member of our reception team
• Ask to speak to our Complaints Manager, Dr Chong Lim
• Contact us by telephone
• Email or write to the practice

If you need help making a complaint, please let us know and we will support you. Read our Complaint Policy here

What happens next

1. Acknowledgement
We will acknowledge your complaint within 3 working days.

2. Investigation
We will investigate your complaint thoroughly and fairly. This may involve reviewing clinical records and speaking to the team involved.

3. Response
We aim to provide a full response within 14 working days.

If we need more time, we will inform you of the reason and keep you updated on progress.

4. Outcome
Our response will explain:

• What we have found
• Any actions taken
• Any changes made as a result

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Our approach

• Your complaint will be handled confidentially
• You will be treated with respect and understanding
• Making a complaint will not affect your care

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If you are not satisfied

If you are not satisfied with our response, you can contact:

Dental Complaints Service (for private treatment)
Telephone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: dentalcomplaints.org.uk

(NHS England (for NHS treatment, if applicable)
Website: england.nhs.uk/contact-us/feedback-and-complaints/complaint/)

General Dental Council (GDC)
Website: gdc-uk.org

Care Quality Commission (CQC)
Telephone: 03000 616161
Website: cqc.org.uk

CQC ID for Perio & Implant Dental Referral Centre is 1-3020889708.

Updated May 2026