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Complaints Policy

Complaints Policy

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

Cheten Patel is the Complaints Manager and 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 as soon as practical.

You can send your complaints to 343 Evelyn Street, London, SE8 5QW, call us on 020 8692 5188 or email the Complaints Manager on deptford.dental@nhs.net.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

You can also contact The Care Quality Commision (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards. The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000

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Our Treatments

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NHS/Private

Treatments to keep your mouth healthy and maintain good oral health.

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Hygiene

Protect your dental health and enhance your oral care routine at home.

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Cosmetics

Enhance your smile with our range of confidence-boosting cosmetic treatments.

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Restorative

Repair damage and transform your smile with our long-lasting restorative solutions.

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Get In Touch

For more information on our treatments or any further enquiries, please fill out the form below or call us on 020 8692 5188.

All personal data submitted via this form will be stored and used in line with the General Data Protection Regulation (GDPR). Please read our privacy policy to learn more on how we protect and manage personal data submitted through our website.
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  • Deptford Dental Practice

    343 Evelyn Street, Deptford, London, SE8 5QW

  • 020 8692 5188
  • info@deptforddentalpractice.co.uk
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Opening Hours
Monday9:00am – 6:00pm
Tuesday9:00am – 6:00pm
Wednesday9:00am – 6:00pm
Thursday9:00am – 6:00pm
Friday9:00am – 6:00pm
Saturday9:00am – 1:00pm
SundayClosed
More Information
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  • Complaints Policy
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Last updated: May 2025
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