ENTALCLINICLONDON
4.9

Complaints Procedure

Last updated: 29 March 2026

Our Commitment

At Dental Clinic London, operated by Medical and Dental Ltd, we are committed to providing the highest standard of dental care. We value your feedback and take all complaints seriously. If something has not met your expectations, we want to know so we can put it right and learn from it.

1. Raising a Complaint

If you wish to make a complaint, we encourage you to let us know as soon as possible. Complaints can be raised in the following ways:

  • In person: speak to any member of our team at reception
  • By email: info@dentalclinic.london
  • By phone: 020 7183 0527
  • In writing: Dental Clinic London, 20 Old Brompton Road, South Kensington, London SW7 3DL

Please provide as much detail as possible, including dates, the names of any staff involved, and a description of the issue.

2. How We Handle Complaints

  • We will acknowledge your complaint within 3 working days of receiving it.
  • Your complaint will be investigated thoroughly by the practice manager or a senior clinician.
  • We aim to provide a full written response within 10 working days. If the investigation requires more time, we will keep you informed of our progress.
  • Where appropriate, we will offer a meeting to discuss the complaint and our findings.

3. If You Remain Dissatisfied

If you are not satisfied with our response, you may escalate your complaint to the following independent bodies:

Dental Complaints Service

An independent service for resolving complaints about private dental care in England and Wales.

  • Website: dcs.gdc-uk.org
  • Phone: 020 8253 0800
  • Email: info@dentalcomplaints.org.uk

General Dental Council (GDC)

If you believe a dental professional has acted in a way that puts patients at risk, you can raise a concern with the GDC.

Care Quality Commission (CQC)

The CQC does not resolve individual complaints but welcomes feedback about the quality and safety of care.

4. Confidentiality

All complaints are handled in the strictest confidence. Information relating to your complaint will only be shared with those directly involved in the investigation and resolution process.

5. Learning From Complaints

Every complaint is an opportunity to improve. We review all complaints regularly to identify patterns and implement changes that enhance patient care and experience at our practice.