How do I make a complaint?

How do I make a complaint about a dentist or the practice?

We're sorry to hear that you're considering making a complaint, and we'll aim to make this process as easy as possible.

We have an established procedure for handling patient feedback and complaints and can put steps in place to handle any concerns the patient raises regarding the dental practice.

The six core principles we follow are:

  • All of your feedback is important to us.
  • We want to make it easy for patients to raise concerns or complaints.
  • We follow a complaints procedure and keep you informed.
  • We aim to answer all of your questions and any concerns you raise.
  • Cap City Dental wants you to have a positive experience when making a complaint.
  • The patients’ feedback helps us improve our service.

Discover more about how the GDC expects us to handle complaints.

How to make a complaint

Patients can complain by calling the practice on 020 7621 0600, emailing us here, or filling out our contact form.

Or you can send your complaint in writing, addressing it to Dr George Druttman, 14 Austin Friars, London EC2N 2HE. Please note that complaints must be made within 12 months of your treatment.

If you’re unhappy with how we’ve solved the problem

If you disagree with our approach, or if the informal communication did not solve your problem, you can ask us for a copy of our complaints handling procedure, which will also detail the regulating authority boards to help you take your complaint further.

We accept your complaint

As a dental practice dedicated to ensuring patient happiness, you can trust that all patient dissatisfaction cases are taken very seriously and managed by practice founder and principal dentist Dr George Druttman, who will handle the matter personally and do his best to resolve any incidents in-house.

We understand the importance of dental patients providing feedback about their good or bad experiences, so we know what services are doing well and where we can improve.

If you are unhappy with the treatment or service you have received, we hope you tell us directly why you are unhappy and allow us the chance to put things right, as we might be able to sort out a resolution there and then.

Wishing to not complain directly

We hope that patients try to contact us first to resolve the matter directly so we can come to some resolution together and hopefully rectify any ill feelings.

However, you may prefer not to complain directly about the practice. In that case, you can contact The Dental Complaints Service, General Dental Council or the Care Quality Commission, with details to contact being provided within our Complaints Procedure here.

Further support

Patients can also contact the Dental Complaints Service on 020 8253 0800 (Monday to Friday, 9 am to 5 pm) or visit their website for more information.

In cases where you believe the problem is so serious that the dental professional could cause significant harm to patients, the general public, and colleagues or undermine public confidence in the dental professional, please raise a concern with the General Dental Council.

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