Complaints

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.

We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.

Making a complaint

If you wish to make a complaint or simply let us know how we could have done better, please contact our reception team:

• by telephone on 01784 452186
• by email at reception@staneslodge.co.uk
• in person at our practice during our normal opening times (on our Home and Contact pages), or
• by letter to our practice principals, Neelam Chadha or Josephine Royle, at: Stanes Lodge Dental Practice, 33 Kingston Road, Staines-upon-Thames, Middlesex, TW18 4ND.

We will get back to you

We acknowledge all complaints in writing as soon as possible, normally within 3 working days. If your complaint is about your dental treatment or the fee charged, we may ask the dentist concerned to contact you, unless you do not want this.

We will investigate any complaint within 10 working days or, if the issue is complex, within six months. We will let you know how our investigation is progressing.

If you are not satisfied

We aim to resolve all complaints to the satisfaction of our patients. If your complaint was about your dental treatment and you are not satisfied, you can take up the matter with a relevant external organisation.

For complaints about NHS treatment:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).

For complaints about private treatment:
Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ (020 8253 0800 or online at www.gdc-uk.org).