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How To Complain

At Iconic Smiles, it is very important to us that we meet your needs and expectations. The patient journey is at the heart of all that we do and we try to ensure that all of our patients are satisfied with their experience of our service.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

If you have a complaint about one of our practices, we ask that it is brought to the attention of the practice manager in the first instance, who can promptly address your needs.

You can send your complaints to Complaints Manager at the relevant practice addess or email the relevant practice.

What we aim to do:-

  • It is our aim to try to resolve any concerns locally at Practice level and the Practice Manager is responsible for dealing with and investigating all patient complaints.
  • An easy way of expressing your concerns is by filling in our concerns/complaints form, which is available upon request from our Practice Managers. The manager will seek clinical advice where appropriate.
  • If you require assistance with making a complaint, patients may wish to contact the Independent Health Complaints Advocacy (IHCA).
  • If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist for their comments, and perhaps individual, responses.
  • Our dentists, hygienists and therapists are responsible for their own clinical acts and omissions as per Clause 52 of their Associate’s Agreement. We ensure that they have their own appropriate indemnity whilst they are practising at our practices.
  • We will acknowledge any complaint within three working days of receipt of the complaint, either verbally, or in writing. With our patient’s agreement, we will seek to investigate the complaint and aim to provide a response within 10 working days of the complaint being received. Your clinical records may need to be reviewed by a third party to advise on the complaint.
  • In some cases, it is not possible to provide a response within 10 working days, as it may be necessary to fully investigate all aspects of the complaint and we are obliged to obtain a response from the dentists and/or other professionals involved in the treatment or care. If it is not possible to provide a response within 10 working days, we will inform the patient, in a timely manner, of any unavoidable delays.
  • If complaining on behalf of someone, please note that we will need their written express consent to share their confidential information.
  • In order to request patient records, a request can be made to the Practice Manager, who will follow the guidelines set out by GDPR, to release these. The simplest way to request records is to fill in our Records Request Form.

What we cannot do:-

  • We cannot award refunds or compensation. A solicitor/advocacy service would be able to assist with doing so and can engage with the dentist’s indemnity company, directly.
  • We cannot independently adjudicate or comment on the aspects of the dentists’ clinical care. We can only assist and support the dentists to ensure that they provide the appropriate comments and responses in a timely manner.
  • Where an adverse incident has occurred, we encourage the dentists to reflect on their care, and on patient feedback to try to further improve our services and the patient journey.
  • We do not regulate the dentists, hygienists or therapists. They have their own professional registrations and indemnity/insurance.

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Please DO NOT use this contact form to enquire about NHS appointment availability as we will not be able to respond. For enquiries about NHS appointments/NHS treatment, please call your local practice and our Patient Concierge Team will be able to advise you.