Complaints Policy

The Gentle Dental Practice, East  Molesey

At The Gentle Dental Practice we take complaints very seriously indeed and try to ensure that all our clients are pleased with their experience of our service. If a client complains, they will be dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. Our aim is to learn from any mistake and respond to our clients concerns in a caring sensitive way.


  1. The person responsible for dealing with any complaint about the service which we provide is Dr. Rifai.
  2. If a patient complains on the telephone or at the reception desk we will listen to their complaint and offer to refer him or her to Dr. Rifai, if the complaint cannot be resolved in 24 hours by the person taking the complaint. If Dr. Rifai is not available at the time then the client will be told when they will be able to talk to either Dr. Rifai and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on within 24 hours.
  3. If the Patient complains in writing, the letter will be passed on to Dr. Rifai within 24 hours.
  4. We will acknowledge the client’s complaint in writing within 48 hours. We will seek to investigate the complaint and communicate to the complainant within 5 working days of receipt to give an explanation of the circumstances which led to the complaint. If the client does not wish to meet us, then we will attempt to talk to them on the telephone. A letter will always be sent to backup any verbal response.
  5. If we are unable to investigate the complaint within 5 working days we will notify the client within this period giving reasons for the delay and a likely period within which the investigation will be completed. This will not be longer than 10 working days.
  6. Proper and comprehensive records are kept of any complaint received.


If Patients are not satisfied with the result of our procedure then a complaint can be made to:


  • The Dental Complaints Service (08456 120 540) for complaints about private treatment.
  • The General Dental Council, 37 Wimpole Street, London, WIM 8DQ (The dentists registration body)