Code of Practice for Patient Complaints

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.

we aim 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.

The person responsible for dealing with any complaint about the service which we provide Dr Arman Barfeie, Principal Dentist – CEO.

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 Principal Dentist – CEO immediately. If the Principal Dentist – CEO is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist – CEO 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 Principal Dentist – CEO. 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.

If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist – CEO, Dr Arman Barfeie.

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.

We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.

We will seek to investigate the complaint within ten working days of receipt to explain 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.

We will confirm the decision about the complaint in writing immediately after completing our investigation.

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.

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, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

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

AA (opens in a new tab)3 weeks ago
Dr Arman & Dr Amir always do a phenomenal job, I’ve been getting dental treatment from Dr Arman for 7-8 years now and travel from Wimbledon to come to this practice. So happy with their attention to detail & exceptional customer service!
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G Oleksiuk (opens in a new tab)3 weeks ago
As ever, amazing service! Everyone is always so polite, so helpful, and explain everything to me and do work that I know I can rely on. With a busy schedule, often out of the UK, I’m not the easiest patient, but I know I can always rely on Dental Arts :-)… Read more
As ever, amazing service!

Everyone is always so polite, so helpful, and explain everything to me and do work that I know I can rely on.

With a busy schedule, often out of the UK, I’m not the easiest patient, but I know I can always rely on Dental Arts :-)

Thank you to all the dentists and the whole team!

Happy Anniversary!
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Holly Worrell (opens in a new tab)4 weeks ago
I had the best experience with the team at London Dental Arts and couldn’t be happier with my results! From start to finish, they went above and beyond to help me achieve the smile I’d been hoping for. Dr Arman Barfeie guided me through every stage of my… Read more
I had the best experience with the team at London Dental Arts and couldn’t be happier with my results! From start to finish, they went above and beyond to help me achieve the smile I’d been hoping for.

Dr Arman Barfeie guided me through every stage of my composite bonding procedure, making sure I felt informed and comfortable throughout. His attention to detail, care and artistry were to such a high standard, and he really took the time to create the natural-looking smile I wanted. It was really clear that he genuinely cares about the quality of his work and achieving the best possible results for his patients.

I also had teeth whitening, which I was really pleased with. The reception team were equally lovely, always friendly and welcoming, and happy to offer helpful advice on aftercare and the whitening process. I felt genuinely looked after by everyone.

What really stood out to me was how much the whole team listened to what I wanted and took the time to understand my needs. I walked away feeling so happy and confident with my results. I couldn’t recommend London Dental Arts more highly!
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Tracey Baiden (opens in a new tab)4 weeks ago
My appointments are always very pleasant and everybody there is very kind.
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Paige Newman (opens in a new tab)4 weeks ago
I have always been a bit scared of dentists, but Jasmine is the first one I have met that genuinely makes me feel like she has my best wellbeing at heart. She's kind, manages my expectations and listens to my limits and helps me manage my pain (if there is… Read more
I have always been a bit scared of dentists, but Jasmine is the first one I have met that genuinely makes me feel like she has my best wellbeing at heart. She's kind, manages my expectations and listens to my limits and helps me manage my pain (if there is any) she's communicative and shows me what she's doing / explains things clearly. She's great. 10/10 do recommend.
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