We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.
Complaints should be addressed to Rachael Allan – Complaints Manager, or Kamran Ahmed – Deputy Complaints Manager. You may ask for an appointment in order to discuss your concerns. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we investigate your complaint, we shall aim to:
Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
For further advice, you should contact:
Dental Complaints Service
2 Cherry Orchard Road
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
The team here are incredible! They have been super supportive and helped me with all of my queries! They were ...
Amazing!. My first time going private and like many after covid, it's really hard to get an appointment with t...
Fantastic experience! Going to the dentist can be daunting for some but be rest assured your experience at Pri...
Being a nervous patient, as no doubt many are, everyone here were very considerate and made me feel at ease an...
Wow this practice looks amazing you can tell a lot of thought and effort has gone into the design and look you...
Excellent Dental Surgery. Excellent Customer Service. Innovative Treatments. Beautiful environment. Brilli...
Very friendly and welcoming from reception to the chair!! Excellent customer service!! Looking forward to star...
I am so glad that we have such a beautiful, professional and modern dental center in the vicinity. No pain, n...
I can’t thank them enough for all their help, encouragement and advice. Such great service for my first den...
The patient care within this practice is second to none! from enquiring to booking my first appointment. The p...
4 Holland Square, Hampstead Road, NN17 5GT
Monday - Tuesday: 9am – 6pm
Wednesday: 9am - 3pm
Thursday: 9am - 6pm
Friday: 9am - 3pm
Weekends & Evenings: by appointment only
To improve the health, well-being and dental conﬁdence in all the patients we work with, by providing excellent quality, delivered by compassionate and caring people, in a warm and welcoming environment.
To have a positive impact on people & the environment as a result of our dental practice. This includes our team and their families, our wonderful patients, and others in and around our community.