contact

sweetsmile
private dental clinic
crest cottage
the crest
hendon
london nw4 2hn
united kingdom

phone: 0208 203 1599
email: theteam@sweetsmile.co.uk

opening hours

8:30am to 6pm monday to thursday
9:30am to 12:30pm friday
closed saturday
9am to 3pm sunday (appointments available on request)
special appointments on request

how to find us

located in hendon in north london, we are near to hendon school off brent street. our nearest tube station is hendon central (northern line - edgware branch).

complaints policy and procedure

we take complaints seriously. you should not be harassed, bullied or put at a disadvantage because of making a complaint.

we believe that complaints should be dealt with fairly and openly. we will always give priority to concerns that affect your safety and welfare. we treat complaints as confidentially as possible.

how to make a complaint?

if you have a complaint, it is often best to start by having a conversation with someone in the practice, we will then pass on your concerns to the right authorities. you could also make a written complaint addressed to:

Prof Michael Atar
Clinical Director
SweetSmile
Crest Cottage
The Crest
Hendon
London
NW4 2HN
United Kingdom

we will give an initial response to your complaint within five working days. if the matter is urgent, we will respond more quickly. we will investigate your complaint fairly. this means that we will discuss the complaint with all of the relevant people. we will try to gather any information that may be relevant to handling your complaint.

sometimes we will ask to show copies of information from the investigation to other people to allow them to respond. this is because we believe in fairness and openness. we will not share information if we think that this will endanger someone’s safety or welfare

how will I know what is happening?

you will be given the details of a person who will be your point of contact at the place of play. that person will make sure that you understand the process, and will help to answer any question or concerns that you have. you will be given an update on the progress of your complaint every two weeks. if there are delays in handling your complaint for any reason, we will keep you informed. if your complaint leads to formal disciplinary action against someone, we will usually inform you about the outcome.

we will not tell you the outcome if that person is a child, or if we believe that telling you would create a risk to other people. in this situation, we will still try to tell you about how you are affected by the action we have taken.

what are the possible outcomes or results of my complaint?

in many cases, we are able to resolve problems informally. This might include:

  • a change in arrangements for particular activities
  • an explanation or apology
  • an agreement to communicate or act differently in future

If an informal resolution is not suitable, patients can contact:
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA

tel: 08456 120 540
e-mail: info@dentalcomplaints.org.uk

If you have a general query about this complaints policy, you should speak to:

Prof Michael Atar
SweetSmile
Crest Cottage
The Crest
London NW4 2HN
United Kingdom
T: 0208 203 1599

Care Quality Commission

for further information, please go to the Care Quality Commission website: www.cqc.org.uk