Google Rating
4.3
Carnaby Street Dental
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location
  • 31 Carnaby Street
  • London
  • W1F 7DL

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.

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.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Dr. Baber Nisar, Principle Dentist.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principle Dentist immediately. If the Principle Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principle Dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Principle Dentist. 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 or by email, it will be passed on immediately to the Principle Dentist, Dr. Baber Nisar.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, 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 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 as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct.

Get in touch

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We love our patients

“The service here is second to none. Friendly and efficient staff and excellent dentistry. Sarah is top of her field, up to date with the latest industry developments,…”

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Rebecca T

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We love our patients

“Wonderful dentist and hygenist, I had an emergency extraction over the Xmas holidays and decided to have my cleaning done in Jan with CSDP. Both were serviced superbly.…”

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Paul G

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We love our patients

“This is the first time in my life where I actually enjoy going to the dentist. the whole crew is just amazing, efficient and professional. I won’t say…”

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Lior B

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We love our patients

“My first time back in the office after months away and I needed to see the dentist urgently. The receptionist offered me an appointment on the day after…”

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Claire M

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We love our patients

“I’ve had a root canal re-treatment at Carnaby Street Dental. Good value for its price. The quality of work is very good and it took only 2hrs for…”

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Sergey Z

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We love our patients

“This is a fantastic practice. They take great care of my teeth and never over recommend treatments that I don’t need. The hygienist is great and they have…”

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Alasdair I

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We love our patients

“I have been here both for a dental check up with Kathryn and specialist hygienist with Laura and having been scared of going to the dentist I am…”

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Josephine M

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We love our patients

“I recently had some Invisalign retainers made by Sarah Holmes and the service was excellent. I had used an Essix retainer previously I would never go back to…”

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Rose O'K

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We love our patients

“A lovely practice with a genuinely lovely atmosphere. Everyone is friendly and willing to go the extra mile to help you. They listen and actually take the time…”

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Boris L

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location
  • 31 Carnaby Street
  • London
  • W1F 7DL
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