How to complain

In this lab we take complaints very seriously and try to ensure that all our clients are pleased with their experience of our service.  When clients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  The procedure is based on these objectives.

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 customers’ concerns in a professional and courteous way.

1. The person responsible for dealing with any complaint about the service that we provide is Mr Gulshan Murgai, the owner of the lab.
2. If a client complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager (Mrs Kajal Murgai) immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the owner and arrangements will be made for this to happen. The member of staff will take brief details of the complaint 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.
3. If the patient complains in writing the letter will be passed on immediately to the Complaints Manager.
4. 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.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of 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. If we are unable to investigate the complaint within ten working days we will notify the client, giving reasons for the delay and a likely period within which the investigation will be completed.
7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
8. Proper and comprehensive records are kept of any complaint received.
9. If clients are not satisfied with the result of our procedure then a complaint may be made to:

The General Dental Council.
37 Wimpole Street, London, W1M 8DQ
Telephone: 0845 222 4141
This is the regulatory body for complaints about professional misconduct