East Finchley
91 High Road, East Finchley, London, N2 8AG
Swiss Cottage
16 Harben Parade, Finchley Road, Swiss Cottage, London, NW3 6JP
Nottingham
67 Castle Boulevard, Nottingham, NG7 1FD
020 3769 9445, 020 3411 4981
Click here for our clinic locations

Comments & Complaints

Here at Dental Art Implant Clinics, we take our patient satisfaction very seriously. We consider greatness a constant process and we believe there is always room for improvement. In order to improve, feedback is essential, so if you have any suggestions for us and our team, please do not hesitate to contact us.

Comments & Complaints Policy

At our clinics, we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, we will endeavour to deal with them courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we ourselves would expect a complaint to be handled. We learn from every mistake that we make and we respond to customers' concerns in a caring and sensitive way.

  1. Our Complaints Manager is responsible for dealing with any complaint about the service which we provide. Our Complaints Manager is Victoria Klivetenko, our Practice Manager.
  2. If a patient 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 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 manager 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 or email 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 patient, 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 patients are not satisfied with the result of our procedure, then a complaint may be made to:
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment.


"I’m really happy with all the work done so far... would recommend to anyone."... [more]

Chris Snell, November 2016

 

"I had a sinus lift and bone graft under sedation, this clinic is amazing. Thank you!"... [more]

Allison Grayson, November 2016

 

"This company is fantastic and transformed my life. It was all done in stages; pay as you go so it was affordable and we made it into a trip so it wasn't stressful at all. I highly recommend them"... [more]

Lois Rose Longstaffe, September 2016

 

"The clinic is immaculately clean, the staff are all charming and very professional and the prices are reasonable even taking travel costs and time into account"... [more]

Michele Beesley, December 2015