Complaints Procedure

At South Kensington Medical and Dental, we are committed to providing the highest standard of care. If you are dissatisfied with any aspect of our service, we want to hear from you so we can address your concerns and improve.

This procedure complies with the requirements of the Care Quality Commission (CQC), General Dental Council (GDC), and General Medical Council (GMC).

1. Our Commitment

• We take all complaints seriously
• Complaints will be handled promptly, fairly, and confidentially
• Making a complaint will not affect the quality of your care
• We use complaints to learn and improve our services

2. How to Raise a Concern

You can raise a concern or complaint by:

3. Information to Include

To help us investigate, please provide:

• Your full name and contact details
• Date(s) of the incident or concern
• Names of staff involved (if known)
• A clear description of what happened
• Any supporting documents or evidence
• What outcome you are seeking

4. Our Complaints Process

5. Time Limits

We encourage you to raise concerns as soon as possible. Complaints should ideally be made within 12 months of the incident or within 12 months of becoming aware of the issue. Earlier complaints are easier to investigate while records and recollections are fresh.

6. If You Are Not Satisfied

If you remain dissatisfied after our internal process, you have the right to escalate your complaint to the relevant external bodies:

7. Confidentiality

All complaints are handled confidentially. Information will only be shared with those who need to be involved in the investigation. Your complaint will not affect your ongoing care or access to our services.

8. Complaining on Behalf of Someone Else

If you are making a complaint on behalf of another person, we will need written consent from the patient (unless they lack capacity to give consent). This is to protect patient confidentiality under UK GDPR and medical confidentiality guidelines.

9. Learning from Complaints

We view complaints as an opportunity to improve. All complaints are reviewed by our clinical governance team, and we implement changes where necessary to prevent similar issues in future. Anonymised complaint data is used for quality improvement.

10. Contact Us