Hospital Lane Dental Clinic Complaints Procedure

At Hospital Lane Dental and Implant Clinic we endeavour to make your visit as happy and pleasant as possible. If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this clinic, please let us know.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible. A patient may approach any member of staff at the Clinic with a complaint (this can be carried out in a private area if necessary). The staff member will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Complaints should be addressed to Kara Brien and/or Daniel Smith (Practice Managers) or any of the Dentists at the Clinic, if it is a clinical issue.

What we shall do

We shall acknowledge your complaint by telephone or short letter within two working days and aim to have looked into your complaint within ten working days of the date when you first raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to:
  • Find out what happened and what went wrong;
  • Make it possible for you to discuss the problems with those concerned, if you would like this;
  • Make sure you receive an apology, where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again.
In certain circumstances, an independent dental practitioner may be called upon to provide another opinion or assessment.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this. We hope that, if you have a problem, you will use our Clinic’s complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our Clinic. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you should contact: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA 020 8253 0800 Email:

Patient Complaint/Feedback Form