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Complaints Policy

In this practice we take complaints very seriously and we try to ensure that all our patients are pleased with their experience of the services we provide. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We hope that most complaints can be sorted out easily and quickly, often at the time they arise and with the person concerned.


  • If a patient complaints on the phone or at the reception desk, we will listen to their complaint and offer to refer them to Dr Adriana Moulson. A member of staff will take brief details of the complaints and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • If the patient complaints in writing, the letter will be passed on immediately to Dr Adriana Moulson.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complain and a copy of this Code of Practice within 3 working days and aim to investigate your complaint within 14 working days of the days when you raised it with us. We shall then be able to offer you an explanation or a meeting with the people involved. If we are unable to investigate the complaint within this agreed time period, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  • 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 (due to physical and/or mental illness) of providing this.
  • When we investigate your complaint, we shall aim to:
  • Find out what happened and what went wrong
    Make it possible for you to discuss the problem with those concerned, if you would like this.
    Make sure you receive an apology where this is appropriate
    Identify what we can do to ensure that this does not happen again.

  • Proper and comprehensive records are kept of any complaint received.
  • The dental practice welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained.

If you have an enquiry or a request please contact:
Dr Adriana Moulson
[email protected]
0203 198 2026
Thank you.

Approved By: Adriana Moulson
Date Published: 03/06/2020