Here at M Dental we hope you will not have cause to complain. In the unfortunate event that you feel the need to make a complaint please be assured we take complaints very seriously. We pride ourselves on providing excellent Customer Service and will do our best to ensure problems are resolved. Accordingly we have put together this policy which we hope will help you understand the process.
In the first instance any complaints should be raised with the practitioner. In the event that you are not satisfied with the response the complaint will be passed to the Principal Dentist, Dr Meskhi.
We do ask that given the present climate all complaints are raised by email. In the event you are unable to do this we will gladly take details over the phone. When emailing across the complaint please provide a summary of your complaint. It would be helpful to know the cause of your concern and the action you would like to be taken. This information will then be passed to the Practitioner to review.
We aim to acknowledge your complaint within 48 hours. Where possible this will be done so in writing namely by email.
After receiving the complaint we will investigate the complaint and ensure a written explanation is provided. We aim to do this within 28 days. However please do be aware that in busy times this period may be extended. If we are likely to exceed this time-frame we will notify you of the same.
We will ensure a detailed record of your complaint is kept for future reference.
If you are dissatisfied with our response
In the event that you are dissatisfied with our response, in relation to a procedure, a complaint may be made to:
- The Dental Complaints Service on 0845 120 540
- Our governing body — The General Dental Council, 37 Wimpole Street, London, W1G 8DQ
To make a complaint, or if you have any questions about this policy, please email info@m-dental.co.uk.