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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


Complaints made to the practice

• The person responsible for dealing with any complaints about the service is Dr Mirwais


• 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


• 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.

For further advice, you should contact:

Dental Complaints Service Or Dental Complaints Service

37 Wimpole Street



Telephone: 020 8253 0800 Email:

(Monday – Friday 9am – 5pm) Telephone: 0845 222 4141 or 020 7887 3800

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