Complaints & Resolving Concerns
How to Raise a Concern
You can contact me:
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In person during or after your appointment
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By email: complaints@cleanclublondon.co.uk
If you would prefer someone to raise a concern on your behalf, this can be arranged with your consent.
What Happens Next
When you raise a concern, I will:
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Acknowledge your complaint within 3 working days
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Listen carefully and take your concerns seriously
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Review your clinical records and investigate thoroughly
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Provide a clear written response, usually within 10–20 working days
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Explain what happened and outline any appropriate next steps
If more time is needed to investigate fully, I will inform you and explain why.
Possible Resolutions
Each situation is assessed individually, based on clinical records, professional standards and the specific circumstances.
Resolution options may include:
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Clinical explanation and reassurance
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A review appointment to reassess your condition
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Corrective care where clinically appropriate
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A goodwill gesture to support ongoing care
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A refund, where warranted
Any decision will be made fairly and in line with professional and legal standards.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
You are entitled to services that are:
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Performed with reasonable care and skill
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Provided as described
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Fit for their intended purpose
If services do not meet these standards, you may be entitled to an appropriate remedy.
If You Remain Unhappy
If you are not satisfied with my response, you may contact independent organisations:
Dental Complaints Service
(for private dental care)
The Lansdowne Building, 2 Lansdowne Road, Croydon CR0 2BX
Tel: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk
General Dental Council (GDC)
37 Wimpole Street, London W1G 8DQ
Tel: 020 7167 6000
Website: www.gdc-uk.org
You may also seek independent legal advice at any time.
Confidentiality & Professional Standards
All complaints are handled confidentially and in accordance with:
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General Dental Council Standards for the Dental Team
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Care Quality Commission Regulation 16
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UK data protection legislation
Complaints are reviewed as part of ongoing quality improvement and clinical governance.
Katie Lee
Registered Dental Hygienist
GDC Number: 252984