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Emergency DentistLondon
Patient Rights

Complaints Procedure

Last Updated: 20.03.2026

Our Commitment to You

At Emergency Dentist London, operated by Medical and Dental Limited, we are committed to providing the highest standard of care. We value your feedback and take all concerns seriously. If you are unhappy with any aspect of the service you have received, we want to know so we can put things right and improve our services for everyone.

This complaints procedure has been developed in accordance with the requirements of the General Dental Council (GDC), the Care Quality Commission (CQC), and the NHS (Complaints) Regulations as they apply to private dental practices. We aim to handle all complaints promptly, fairly, and transparently.

1. How to Make a Complaint

If you wish to make a complaint, you can do so in any of the following ways:

In Writing (Recommended)

Email: info@emergencydentistinlondon.co.uk

Or by post to: The Complaints Manager, Medical and Dental Limited, 20 Old Brompton Road, South Kensington, London SW7 3DL

By Telephone

Call 020 3137 6356 and ask to speak with the Complaints Manager or Practice Manager.

In Person

Visit either of our clinics during opening hours and ask to speak with the Practice Manager or a senior member of staff. Your concerns will be documented and you will be given a copy.

You may also ask a friend, relative, or representative to make the complaint on your behalf, provided you give written consent for us to discuss your care with them.

2. What to Include in Your Complaint

To help us investigate your complaint as quickly and thoroughly as possible, please include:

Your full name and contact details (address, phone number, email)
The date(s) of the event(s) you are complaining about
A clear description of what happened and why you are unhappy
The name of the clinician or staff member involved (if known)
What outcome or resolution you are seeking

3. Our Response Timeframes

We are committed to handling all complaints within the following timeframes:

Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt. The acknowledgement will confirm who is handling your complaint and provide an expected timeline for our investigation.

Investigation

We will conduct a thorough investigation. This may include reviewing clinical records, speaking with the staff involved, and consulting with relevant clinical advisors. We may contact you to discuss the matter further or to clarify any points.

Final Response

We aim to provide a full written response within 10 working days. If the matter is complex and requires additional time, we will write to you explaining the reason for the delay and provide a revised timeline. In any event, we will provide a final response within 20 working days.

4. What Happens During the Investigation

Your complaint will be handled by the Complaints Manager (or, where appropriate, the Practice Manager or a senior clinician). During the investigation:

1Your clinical records and any relevant documentation will be reviewed.
2The clinician(s) and/or staff member(s) involved will be asked to provide their account of events.
3Where appropriate, independent clinical advice may be sought.
4You may be invited to a meeting to discuss the matter if you would find this helpful. You are welcome to bring a companion to any such meeting.

We will keep you informed of progress throughout the investigation.

5. Our Response

Our written response will include:

A summary of the complaint as we understand it
The findings of our investigation
Whether the complaint is upheld, partially upheld, or not upheld — and the reasons for our decision
Any actions we have taken or plan to take as a result
An apology where appropriate
Information about how to escalate the complaint if you remain dissatisfied (see Section 7)

6. Confidentiality and Your Rights

All complaints are treated in the strictest confidence. Information relating to your complaint will only be shared with those directly involved in the investigation and resolution.

Your rights are protected

  • Making a complaint will not adversely affect the care you receive from us, now or in the future.
  • You have the right to access your dental records at any time, in accordance with data protection law.
  • All personal data relating to the complaint will be processed in accordance with our Privacy Policy and the UK GDPR.

7. If You Remain Dissatisfied

If you are not satisfied with our response, or if your complaint has not been resolved to your satisfaction, you have the right to escalate the matter to the following independent bodies:

Dental Complaints Service (DCS)

The Dental Complaints Service is an independent complaints-handling service for private dental patients. They provide a free, impartial service to help resolve complaints that have not been settled directly with the dental practice.

Telephone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk
Address: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA

General Dental Council (GDC)

If your complaint relates to the professional conduct, fitness to practise, or behaviour of a dental professional, you may contact the General Dental Council. The GDC is the regulatory body for all dental professionals in the UK and has the power to investigate concerns about a dental professional's fitness to practise.

Telephone: 020 7167 6000
Email: information@gdc-uk.org
Website: www.gdc-uk.org
Address: General Dental Council, 37 Wimpole Street, London W1G 8DQ

Care Quality Commission (CQC)

If you have concerns about the safety or quality of care provided at our practice, you can contact the Care Quality Commission. The CQC is the independent regulator of health and social care services in England.

Telephone: 03000 616161
Website: www.cqc.org.uk
Address: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA

Please note: the CQC cannot investigate individual complaints, but they use information from the public to help monitor services.

8. Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible. Complaints should ideally be made within 12 months of the event, or within 12 months of you becoming aware of the matter. In exceptional circumstances, we may consider complaints outside this timeframe at our discretion.

9. Learning from Complaints

We view every complaint as an opportunity to learn and improve. All complaints are:

Recorded in our complaints register and reviewed regularly by the Practice Manager
Analysed for trends or systemic issues that may require changes to our policies or procedures
Used to inform staff training and continuing professional development
Reported to the CQC as required under Regulation 16 of the Health and Social Care Act 2008

10. Contact Us

If you have any questions about this complaints procedure, or wish to discuss a concern informally before making a formal complaint, please do not hesitate to contact us:

Our Clinics

South Kensington

20 Old Brompton Road, SW7 3DL

City of London (Opening April 2026)

5 Ave Maria Lane, EC4M 7AQ

Operated by Medical and Dental Limited