WestCity Dental Implant & Cosmetic Clinic

Complaints Procedure

Our Code of Practice on Complaints

At WestCity Dental, we take complaints very seriously and strive to ensure that all our patients are completely satisfied with their care and service. When concerns or complaints arise, they are handled courteously and promptly so that the matter can be resolved as quickly and constructively as possible.

Our aim is to react to complaints in the same considerate manner in which we would want our own concerns to be addressed. We view every piece of feedback as an opportunity to learn and improve, responding to all patient concerns in a caring, transparent, and sensitive manner.

1. Responsible Person & First Point of Contact

The person with primary responsibility for managing and investigating complaints regarding our services is our Practice Manager.

  • In Person or by Telephone: If you raise a concern at reception or by phone, our staff will listen attentively and offer to refer you to the Practice Manager immediately.
  • Clinical Consultation: If the Practice Manager is unavailable at the time, arrangements will be made for you to speak directly with our dentist, Dr. Ahmed Rammahi. The team member handling your call or visit will take brief details and pass them on promptly. If you cannot wait or prefer an alternative arrangement, another senior member of staff will assist.
  • In Writing: Written complaints (letters or emails) are forwarded directly and immediately to the Practice Manager upon receipt.
  • Clinical Matters: Complaints regarding clinical care or treatment charges are referred directly to the treating dentist, unless you specifically request otherwise.

2. Our Investigation Timeline & Process

We follow strict timelines to ensure your concern is thoroughly and promptly investigated:

  • Acknowledgement within 3 Working Days: We will acknowledge your complaint in writing and provide a copy of this Code of Practice, normally within 3 working days of receipt.
  • Investigation within 10 Working Days: We aim to investigate the matter and provide a full explanation of the circumstances within 10 working days. We will offer you the opportunity to discuss the findings either in person or over the telephone.
  • Progress Updates: If an investigation requires more time (for example, if a key team member is away), we will promptly notify you, explain the reason for the delay, and provide an updated expected completion timeframe.
  • Written Confirmation of Decision: A comprehensive written decision summarizing the investigation and any corrective actions will be provided to you immediately upon conclusion.
  • Confidential Records: Comprehensive and confidential records are securely maintained for all feedback and complaints received.

3. External Review & Escalation Bodies

If you feel that your complaint has not been resolved satisfactorily through our internal procedure, you may escalate the matter to the appropriate independent regulatory bodies:

CallBookDirections