1. Complaints Policy Statement

At Park Avenue Dental Care, we take complaints very seriously and are committed to ensuring that all patients are satisfied with their experience at our practice. We believe that complaints should be addressed courteously, promptly, and professionally, with the aim of resolving any concerns as quickly as possible. 

This policy is based on our core values of respect, openness, and learning. When a patient raises a concern, we respond in a way that reflects how we would expect our own concerns to be addressed — with empathy, care, and respect.

We view complaints as opportunities to reflect, improve, and strengthen the quality of our service. Every complaint is a chance to learn and make things better for all our patients. 

2. How to Make a Complaint 

We welcome complaints from patients, carers, and representatives.  Complaints can be made verbally or in writing. 

Telephone: 020 8452 6889
Email: parkavenuedentalcare@gmail.com
Address: Park Avenue Dental Care, 44 Park Avenue North, Willesden, London NW10 1JY, United Kingdom

Please make complaints within 12 months of the incident or becoming aware of the issue. We may still investigate older complaints if reasonable and practical. 

3. Who Handles Complaints 

The Complaints Lead is Dr Sangeeta Lakhanpaul. The Practice Manager overseeing the process is Mrs Nasheen Kayani 

4. What Happens Next 

• Acknowledgement: Your complaint will be acknowledged in writing within 3 working days.
• Investigation: We will carry out a full and fair investigation, led by our Complaints Lead.
• Response: A written response will be provided within a reasonable time-frame. If more time is needed, we will update you on the progress and expected completion date.
• Confidentiality: All complaints are treated in strict confidence in accordance with GDPR and the Data Protection Act 2018. 

5. If You Are Not Satisfied 

We aim to resolve complaints in-house, but if you’re unsatisfied with our response, you can escalate your complaint as follows: 

For NHS Treatment:
NHS England – Phone: 0300 311 22 33,  Email: england.contactus@nhs.net, Website: www.england.nhs.uk/contact-us
Parliamentary and Health Service Ombudsman (PHSO) -Phone: 0345 015 4033, Website: www.ombudsman.org.uk

For Private Treatment:
Dental Complaints Service (DCS): Phone: 020 8253 0800, Website: dcs.gdc-uk.org, Address: 37 Wimpole Street, London, W1G 8DQ

6. Accessibility

If you require assistance with making a complaint (e.g., due to disability or language needs), we are happy to provide support or reasonable adjustments. Please contact our Practice Manager, Mrs Nasheen Kayani, to arrange this.

7. Learning and Improvement

All complaints are logged and reviewed regularly to help us identify patterns, learn from mistakes, and improve the quality of our care. We strive to make every complaint an opportunity to improve.

8. Procedure for Handling Complaints

• Responsible Persons: The individuals responsible for managing and responding to complaints at Park Avenue Dental Care are Dr. Sangeeta Lakhanpaul and Mrs. Nasheen Kayani (Practice Manager).

• Verbal Complaints: If a patient complains in person or by telephone, the complaint will be listened to respectfully and carefully. We will offer to refer the patient immediately to Dr. Lakhanpaul or Mrs. Kayani. If neither is available at the time, the patient will be informed when they will be available, and arrangements will be made for a timely discussion. Staff will record brief details of the complaint and pass them on to the relevant person.

• Written Complaints: Complaints received in writing (by letter or email) will be forwarded immediately to Dr. Sangeeta Lakhanpaul or Mrs. Nasheen Kayani.

• Clinical Complaints: If a complaint involves clinical care or fees associated with treatment, it will be referred to the treating dentist unless the patient specifically requests otherwise.

• Acknowledgement and Timely Response: We will acknowledge all complaints in writing within three working days, and we will send a copy of this Complaints Policy for the patient’s reference in seven working days. We aim to investigate the complaint promptly and provide a written explanation of the circumstances that led to the complaint within a reasonable timeframe. If a face-to-face meeting is not possible or desired, we will offer to discuss the matter by telephone. If an investigation cannot be completed promptly, we will update the patient with the reasons for the delay and provide an estimated timescale for completion.

• Final Response: We will provide a formal written response to the patient as soon as the investigation is complete, outlining our findings and any actions taken.

• Record Keeping: Comprehensive and confidential records will be maintained for all complaints received, including the nature of the complaint, steps taken during the investigation, and the outcome.

• If the Patient is Not Satisfied: If the patient is not satisfied with the outcome of our internal procedure, they may escalate their complaint to one of the following bodies: Dental Complaints Service (for private care): 020 8253 0800, dcs.gdc-uk.org, NHS England (for NHS care): 0300 311 22 33, england.contactus@nhs.net

If you have any further queries, please contact the practice directly. Your feedback helps us deliver the best possible care.

Reviewed by: Mrs. Nasheen Kayani
Date of Review: 15 May 2025
Next Review Due: 15 May 2026