Complaints Procedure
In this practice we take complaints very seriously and try to ensure that all patients
are pleased with their experience of our services. When patients complain, they are
dealt with courteously and promptly so that the matter is resolved as quickly as
possible.
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Complaints made to the practice
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• The person responsible for dealing with any complaints about the service is Dr Mirwais
Azim.
• If a patient complains on the telephone or at the reception desk, we will listen to his or
her complaint and offer to refer him or her to Dr Mirwais Azim. 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 to deal with it.
• If the patient complains in writing the letter will be passed on immediately to Dr
Mirwais Azim.
• 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 complaint including a copy of this Code of Practice
within three working days. You will be invited to discuss your concerns; we will seek
to investigate the complaint within the agreed response period of the complaint being
received to explain the circumstances which led to the complaint. 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.
• We will confirm the decision about the complaint in writing immediately after
completing our investigation. This will be within 10 days of the compliant received
• Proper and comprehensive records are kept of any complaint received.
• Arch Dental welcomes all complaints; any patient that makes a complaint will not be
adversely treated due to having complained. If you do not wish to complain directly to
the Practice you can address your complaint directly to the relevant body.
• 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.
Complaining to Dental Complaints Service
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.
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For further advice, you should contact:
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Dental Complaints Service Or Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
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Telephone: 020 8253 0800 Email: www.gdc-uk.org
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(Monday – Friday 9am – 5pm) Telephone: 0845 222 4141 or 020 7887 3800