At Smile Studio we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations.  We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know.  We will do all that we can to resolve your concern to your satisfaction promptly and professionally.

Our aim is to respond to your concerns in a caring and sensitive way.

The person responsible for dealing with any concerns about the service we provide in this practice is Kelly Dickinson – Practice Manager.

If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.

We will acknowledge any concerns you raise in writing within two days and we will also include a copy of this Code of Practice with our response.  We will investigate your concern and report back within ten working days of it being received.  If we are unable to complete our investigations within ten working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns.   These are:

The Dental Complaints Service for complaints about private treatment.

Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA 

Phone: 02082 530 800 

Email: [email protected] 

The General Dental Council (GDC) (the clinicians’ professional regulator].

Address: 37 Wimpole Street, London, W1M 8DQ 

Phone: 02071 676 000

Email: [email protected] 

The Care Quality Commission (the regulator for all of health and social care)

Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA

Phone: 03000 616 161 

Email: [email protected]