Complaints Procedure

In this 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. This procedure is based on these objectives.

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

The person responsible for dealing with any complaint about the service which we provide is Ivana McLaughlin, Practice Manager.
If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer them to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager, and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not want to wait to talk about the matter, arrangements will be made for someone else to take care of it.
If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Ivana McLaughlin.
If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
We will look to investigate the complaint within ten working days of receipt to explain the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. Suppose we are unable to investigate the complaint within ten working days. In that case, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing as soon as we finish our investigation.
Proper and comprehensive records are kept of any complaint received, as well as any actions taken to improve services as a result of a complaint.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk.

The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct.

Get in touch

Reviews

“I had some trouble with a molar and needed urgent care several times. Each time, they helped me rig…”

Tony

“I highly recommend dentist Raj, supported by her team, Komal and Nav, at the Ivory Clinic. She has …”

Cathy Thomas

“I absolutely love this dental practice! My twins have been coming here for 3 years, and every visit…”

Lisa Woolford

“My wife and I are very pleased with our lovely dental surgery. My wife is a bag of nerves when we h…”

Marky Mark

“I had to undergo root canal treatment. I was in so much pain for weeks, under the impression it was…”

Hayz Izora

View all Testimonials

15:21 30 Apr 25

I had some trouble with a molar and needed urgent care several times. Each time, they helped me right away and even gave me same-day appointments, sometimes staying after hours just to assist me. In the end, I had to get the tooth removed, which made me really anxious since it was my first time going through something like that. Even though I felt a bit embarrassed about my anxiety, the dentist was incredibly understanding and supportive. She’s not only kind and professional, but also genuinely fun to talk to. Everyone at the clinic has always treated me with a smile. I’m really grateful to the entire team. Visiting the dentist can be a very stressful experience, and they make it so much easier.

“I had some trouble with a molar and needed urgent care several times. Each time, they helped me right away...”

Shola Bear

10:51 10 Oct 24

Really like this dentist! The receptionists are friendly & helpful. Dr. Rajwant is super lovely, has always given me a relaxing time and made me feel at ease about the procedures when coming to the dentist :)Thank you for helping with my teeth and being a star 🌟

“Really like this dentist! The receptionists are friendly & helpful. Dr. Rajwant is super lovely, has always given me a...”

08:04 20 Feb 24

I highly recommend dentist Raj supported by her team Komal and Nav at the Ivory Clinic. She has recently been treating me for a tricky situation which has required 3 of my teeth to be removed and replacements to be added to my denture. This was done last week. The procedure went very smoothly and faster than I had expected. I have experienced no pain and very little discomfort. I have another unconnected problem that needs to be treated. Raj has been sensitive to the cost that the different approaches will involve when she has explained the treatment options to me. She wants to do the best for her clients and is not out to make as much money as she can for herself.

“I highly recommend dentist Raj supported by her team Komal and Nav at the Ivory Clinic. She has recently been...”

14:34 26 Jul 23

My wife and are very pleased with our lovely dentist surgery. My wife is a bag of nervous when we have to go to the dentist but is soon put at ease while she is there. Our dentist talks her through everything and is so gentle and kind. The receptionist is always friendly polite and very helpful. The whole dentist team are wonderful .

“My wife and are very pleased with our lovely dentist surgery. My wife is a bag of nervous when we...”

07:35 02 Oct 22

Absolutely love this dental practise! My twins have been coming here for 3 years and every visit is superb. The staff take such great care of them, there is no rush and they listen to every word. Raj is wonderful with them to the extent they love going to the dentist! The end of the visit comes with encouragement and praise and my twins leave feeling on top of the world. Thank you so much, highly highly recommend.

“Absolutely love this dental practise! My twins have been coming here for 3 years and every visit is superb. The...”