At Kensington Dental Practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

  1. Dr Faro Zhand and Dr Mia Zhand are responsible for dealing with complaint about the service we provide.
  1. If a patient complains over the phone or at reception, we will listen to their complaint and offer to refer them to the Practice Manager. If the Practice Manager is not available at the time, the patient will be given an alternative date on which they can talk to the dentist and arrangements will be made accordingly. The member of staff receiving the complaint will take brief details of the complaint and pass them on.
  1. If the patient complains in writing, the letter immediately will be passed on to Dr Faro Zhand or Dr Mia Zhand.
  1. If a complaint is about any aspect of clinical care or associated charges it will normally referred to the dentist, unless the patient asks us not to.
  1. We will acknowledge the patient’s complaint in writing and enclose a copy of the Code of Practice within 3 working days; we will investigate the complaint within 12 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to attend a meeting with Dr Faro/Dr Mia Zhand, they will attempt to talk to the patient over the phone. If we are unable to investigate the complaint within 12 days we will notify the patients, giving reasons for the delay and a likely period within which the investigation will be completed.
  1. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  1. Proper and comprehensive records are kept of any complaints received.
  1. If patients are not satisfied with the result of our procedure then a complaint may be made to:
  • The Dental Complaint Service (08456 120 540) for complaints about private treatment.
  • The General Dental Council, 37 Wimple Street, London, W1M 8DQ.