Have Your Say

We welcome feedback our team, our patients and the wider community about our service and the services we offer. We have largely grown as a practice on word of mouth recommendation which has taken us from opening with zero patients in August 2008 to where we are today as one of the busiest and most respected private dental care providers of general and specialist dental care in the area.

We’re Not Perfect

We understand that no one is perfect and are always looking for ways we can improve our service, with this in mind we welcome your feedback, comments and ideas which really make a difference. You can let us have your comments (both positive and negative) easily by speaking to us in person, using the comments cards in our patient lounge, writing to us at the above address or by completing the form below.

Feedback or Cause For Complaint?

We welcome feedback and hope you never have cause for complaint, but if you do we aim to listen to you, to learn from it and to ensure this is fully resolved to your satisfaction. Details of our full complaints procedure can be found by clicking here or feedback can be submitted using the online form below.

Your Comments & Feedback Matter

We hope that you will always be happy with the level of care and standard of treatment that you have received at Ashbury Dental Care and we strive to achieve the highest standards in everything we do.

However we understand that we are only human and that mistakes can happen and people can become upset or feel angry about a situation or the way something was handled. With this in mind we would like you to give us the opportunity to listen to your complaint or feedback and do everything we can to put things right and prevent it happening again.

There are two ways in which we can handle your complaint. If after this you are still not happy with our response then you can escalate your complaint further to the Dental Complaints Service which is a government run independent body as detailed below.

1. Informally as Feedback

Wherever possible we would like to think that things can be handled informally as feedback which can be done by clicking here. You can of course at any time escalate this to a more formal complaint by using the procedure below.

2. Formally as a Complaint

We appreciate that sometimes there is just no other option but to make a formal complaint and we will do everything we can to give you listen to your complaint, provide you with answers & explanations, put things right and to learn from it to reduce or eliminate the chance of the same situation happening again.

We would like to know a little more about you to help us analyse the feedback we receive and to tailor our services to better meet the needs of our patients, team and the wider community.
  • We promise that we won't share your data with any third parties and you confirm that you have read our Terms & Conditions.

The procedure

Step 1. 

Formally as a Complaint

We appreciate that sometimes there is just no other option but to make a formal complaint and we will do everything we can to give you listen to your complaint, provide you with answers & explanations, put things right and to learn from it to reduce or eliminate the chance of the same situation happening again.

Step 2

Acknowledging your Complaint 

We aim to acknowledge your complaint quickly and efficiently and will write to you within 7 days. 

Step 3

Investigating your Complaint

We understand that resolving your complaint or concern is of upmost importance. To ensure we deal with your complaint correctly we will conduct a thorough investigation. We aim to deal with the matter fairly and impartially in order to reach a decision. To help with our investigation, we may need to contact you for further information. So please ensure we have your up to date contact details. 

Step 4

Keeping you Updated

Our aim is to complete out investigations and provide you with a conclusion within 28 days of the acknowledgement of your complaint and may contact you during this time to keep you updated. 

At Ashbury Dental Care, we strive to achieve the highest standards in everything we do, so that our patients go away delighted with their experience of our service and to ensure the Practice continues to grow by word of mouth recommendation. We are only human and appreciate feedback bother positive and negative, in order to help us continue improving our Practice, for the benefit of our patients, our team and the community.

If you are unhappy with any aspect of the service you have received, please let us know so that we can do something about it. Our aim is to listen to your complaint and deal with it in the way we would want it dealt with ourselves, as if it was a member of our family and to learn from this to reduce or eliminate the chance of this happening again.

Step 5

Outcome

We will always work with you to find a solution to your concern or complaint and are happy to discuss our decision with you and arrange a face-to-face meeting. If after this meeting you feel that we have not dealt with the complaint satisfactorily, you may choose to take this further by contacting the Dental Complaints Service at:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CRQ 0BA
T: 06456 120 540
E: info@dentalcomplaints.org.uk

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