Complaints Policy

We are committed to providing high-quality care for everyone, and we want to know if something has gone wrong so we can put it right. This procedure explains how to raise a complaint and what you can expect from us.

Who are we?

Phoenix Dental Practice is an independent dental provider offering private and NHS treatments. The practice is the data controller for your personal information.

Address: 1b Upsdell Ave, London N13 6JP
Phone: 020 3417 9960
Email: info@phoenixdentalpractice.co.uk
ICO Registration: ZA037985

Complaints Manager and data protection contact: Dr. Aashish Devesh Gundecha, Principal Dentist, registered with the General Dental Council (GDC number: 278971).

Our commitment

We are committed to providing high-quality care for everyone and to making our complaints process simple and accessible. When you raise a complaint with us, we will:

Be open and transparent
Acknowledge it promptly
Investigate thoroughly
Respond sympathetically

Raising a complaint will never negatively affect your ongoing care or treatment with us.

Who can complain

A complaint can be made by a patient directly, or by an authorised representative such as a parent, guardian, or someone with delegated authority to act for a patient who lacks capacity. Anyone who is, or is likely to be, affected by something we have done, not done, or decided can also raise a complaint.

How to make a complaint

You can make a complaint:

In person or by phone: 020 3417 9960
By post: Phoenix Dental Practice, 1b Upsdell Ave, London N13 6JP
By email: info@phoenixdentalpractice.co.uk

Dr. Gundecha oversees all complaints. If a member of staff cannot resolve your concern immediately, it will be passed to Dr. Gundecha promptly, and you will be given a copy of our complaints code of practice.

What happens next

Acknowledgement: We will confirm receipt of your complaint in writing within 3 working days, setting out how we intend to investigate it, who will be involved, the expected timeframe, and your preferred method of communication.

Investigation: We aim to complete our investigation and send you a report of our findings within 10 working days. If we need longer, we will keep you updated at least every 10 working days.

Response: Before providing a full written response, we will usually offer to meet with you. Our written response will address all the issues you have raised, include an apology where appropriate, explain our conclusions and any action taken, and set out your options if you remain unhappy.

Records: Complaints documentation is kept separately from your clinical records. We use feedback from complaints to improve our systems and training.

If you are not satisfied with our response

If you remain unhappy after our response, you can take your complaint further:

NHS treatment: Contact your local Integrated Care Board (find yours at england.nhs.uk/contact-us/feedback-and-complaints/complaint/) or call NHS England on 0300 311 22 33. If you remain dissatisfied, you can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033 or at ombudsman.org.uk.

Private treatment: Contact the Dental Complaints Service, an independent, free service for complaints about private dental care, on 020 8253 0800 or at dcs.gdc-uk.org.

Concerns about a dentist's fitness to practise: Contact the General Dental Council, 37 Wimpole Street, London W1G 8DQ, on 020 7167 6000 or at gdc-uk.org.

Concerns about how we have handled your data: Contact the Information Commissioner's Office as set out in our Privacy Policy.

Changes to this policy

We may update this Complaints Procedure from time to time. Please check back periodically. If you have any questions, please contact us at info@phoenixdentalpractice.co.uk or 020 3417 9960.