Patient satisfaction is our highest priority here at Putney Dental & Implant Centre, and we hope that all our patients leave Smiling With Confidence. However, if you are dissatisfied with any aspect of your care or service, please let us know. We operate a clear and transparent complaints procedure outlined below. We take all complaints very seriously and use all forms of feedback to improve the care that we provide.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned, often in person or over the phone. If your problem cannot be sorted out this way and you wish to make a formal complaint, we request that you send an email or letter outlining the details of your complaint to info@putneydentalimplantcentre.co.uk
Any formal complaints should be addressed to the practice manager who will be responsible for managing the complaint, unless otherwise advised. This will enable us to establish what happened more easily, enabling us to conduct a thorough investigation into your complaint.
We will acknowledge your email or letter within three working days of receipt.
We will acknowledge your email/ letter of complaint within three working days of receipt. We aim to investigate your complaint within 20 working days of the date of receipt as per NHS guidelines. If it is not possible to resolve this within that timeframe, we will inform you and let you know when you are likely to receive a full response. When we investigate a complaint, we aim to:
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. Complaints involving clinical care will normally be referred to the treating dentist unless requested otherwise. Records of complaints are kept securely for two years and will not affect your ongoing care.
Complaints should ideally be made as soon as possible after the issue arises. This allows us to carry out the most effective investigation. Complaints must be made at the latest within 12 months of the incident.
We follow strict rules of patient confidentiality. If you are complaining on behalf of another patient, we require their written or emailed consent before we can investigate, unless they are unable to provide this due to illness or incapacity.
If you would like support making a complaint, you can contact:
We hope that if you have a complaint, you will use our practice complaints procedure and that we are able to find a resolution internally. This will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach external bodies if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation. You may choose to contact:
NHS England Customer Support Centre
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 2233
(Monday to Friday, 8am–6pm, excluding English Bank Holidays)
Email: england.contactus@nhs.net
If you would rather not go directly to your practice and your treatment is provided by the NHS, you can contact your local ICB, which is responsible for NHS dental services. You can find our local ICB via the NHS website.
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk
(For Private Dental Treatment Complaints)
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Telephone: 020 8253 0800
(Monday – Friday, 9am – 5pm)
(Professional Standards Regulator)
37 Wimpole Street
London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Website: www.gdc-uk.org
Our complaints system meets national criteria.
Approved by: Dr Shervin Kamyab & Mia Delrieux
Date Published: 10/11/25
At this practice we take complaints very seriously and aim to ensure that all patients are pleased with their experience of our service. When patients complain, we handle the matter courteously and promptly so it can be resolved as quickly as possible. This procedure is based on these principles.
Our aim is to respond to complaints in the same way we would want our own concerns to be addressed. We learn from every mistake we make and respond to patients’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service we provide is Dr Shervin Kamyab, the Practice Complaints Manager.
If a patient complains by telephone or in person, we will listen to their concerns and offer to refer them to the Complaints Manager immediately.
If a complaint is received in writing or by email, it will be passed immediately to the Complaints Manager.
If the complaint relates to clinical care or associated charges, it will normally be referred to the dentist involved, unless the patient requests otherwise.
We will acknowledge the complaint in writing as soon as possible, normally within 3 working days, and include a copy of this code of practice.
We will:
If the patient does not want to discuss the complaint, we will still inform them of the expected timescale.
We aim to investigate complaints speedily and efficiently, keeping the patient regularly informed of progress as far as reasonably practicable.
Investigations will normally be completed within 28 days.
Once the investigation is complete, we will provide the patient with a full written report including:
We maintain proper and comprehensive records of all complaints and any subsequent actions taken to improve our services.
If a patient is not satisfied with the outcome of our procedure, they may refer their complaint to:
NHS Treatment Complaints:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk
Private Treatment Complaints:
Dental Complaints Service
The Lansdowne Building,
2 Lansdowne Road, Croydon, CR9 2ER
Tel: 08456 120 540
www.dentalcomplaints.org.uk
Professional Conduct Complaints:
General Dental Council
37 Wimpole Street, London W1M 8DQ