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At Keep Smiling Dental Practice we take all complaints seriously and aim to deal with your concerns in a timely manner. The person responsible for dealing with any complaint made directly to reception, face to face, via telephone or email is the Practice Manager.


When a patient complains we aim to refer you to the manager immediately if possible.

If the manager is unavailable at the time of your call, we will indicate a time for them to respond to you directly regarding your concerns.

If the patient complains in writing the letter will be passed on immediately to the Clinical Director DR Pedro Mendoza.


If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Principal Dentist Dr Mendoza, unless the patient does not want this to happen.


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. 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.


We will confirm the decision about the complaint in writing immediately after completing our investigation.


We will keep comprehensive records of any complaint received.


Unresolved issues can be actioned by contacting: The General Dental Council, Wimpole Street, London.or The Dental Complaints Service(

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