Terms & Conditions and Complaint Policy

Complaint Handling Policy
  1. At Loughton Dental Spa we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.
  2. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives. 
  3. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. 
  4. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way. 
  5. The person responsible for dealing with any complaint about the service that we provide can be contacted on 020 8508 4205. 
  6. If a patient complains by telephone or in-person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. 
  7. If the Complaint Manager is not available at the time, then a meeting would be arranged for the patient to be able to communicate their concerns.
  8. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Principal Dentist. 
  9. 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.
  10. If the patient complains in writing or by e-mail it will be passed on Immediately to the Principal Dentist.
  11. If a complaint is about any aspect of clinical or associated charges it should be addressed to the treating dentist.
  12. 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.
  13. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face-to-face meetings, letters, or email.
  14. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
  15. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as it is reasonably practical, as to the progress of the investigation. Investigations will normally be completed within six months in England.
  16. When we have completed our investigation, we will provide the patients with a full written report. The report will include an explanation of how the complaint has been considered, the conclusion reached In respect of each speciļ¬c part of the complaint, details of any necessary remedial action, and whether the practice is satisfied wlth any action it has already taken or will be taking as a result of the complaint.
  17. Proper comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  18. If patients are not satisfied with the result of our procedure then further steps would be discussed with the patient


Loughton Dental Spa 1st Floor 138 Church Hill Loughton IG10 1LJ
020 8508 4205

opening Hours

Monday: 9am - 5pm

Tuesday: 9am - 5pm

Wednesday: 9am - 5pm

Thursday: 9am - 5pm

Friday: 9am - 9am - 5pm

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