Complaints Policy

We take complaints very seriously indeed and try to ensure all our patients are pleased with their experience of our service. When you complain, you will be dealt with courteously and promptly, so the matter is resolved as quickly as possible. Our complaints procedure is based on these objectives.

  • Our aim is to respond to complaints in the way we would want our own complaint about a service to be handled. We learn from every mistake we make and respond to your concerns in a caring and sensitive way.
  • In the first instance, our Welcome Team are encouraged to rectify any complaints. However, if your complaint needs to be taken further, the person responsible for the service we provide is the Clinical Manager, Bil Hassan.
  • If you complain on the telephone or at the Welcome desk, we will listen to your complaint and offer to refer you to the Clinical Manager immediately. If the Clinical Manager is not available at that time, you will be told when you will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period, or you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with your complaint.
  • If you complain in writing, the letter will be passed on immediately to the Clinical Manager.
  • If a complaint is about any aspect of clinical care, associated charges or abuse, it will normally be referred to the dentist, unless you do not want this to happen.
  • We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within ten working days. We will seek to investigate your complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If you do not wish to meet us, we will attempt to talk to you on the telephone. If we are unable to investigate your complaint within ten working days, we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about your complaint in writing, immediately after completing our investigation.
  • Proper and comprehensive records are kept of any complaint received.
  • If you are not satisfied with the result of our procedure then a complaint may be made to:

The Dental Complaints Service (020 8253 0800) – for complaints about private treatment.

The General Dental Council (the dentists’ registration body), 37 Wimpole Street, London, W1M 8DQ.

Information about the temporary practice closure and emergency treatments

Dear Patients,

We would like to reassure you that we will be remaining open during the second Lockdown restrictions which come into force on Thursday 5th November. 

If you currently have an appointment booked with us in November and onwards we will be OPEN AS USUAL.  The Minister of Health confirmed that dental practices are essential services and will not be affected and you are encouraged to keep your appointments.

Your safety and oral health is our priority and we look forward to seeing you.  Dental Practices are one of the safest and highly regulated environments and we  wear all the necessary Personal Protective Equipment (PPE) and continue to follow our high standards.

When booking your appointment and prior to your visit we will ask you to complete a pre-COVID questionnaire. If you need help completing this our reception team are here to assist.

When you arrive:

Please wait outside the practice at the time of your appointment.  Our reception team will call you when it is time to see you.

We advise that face masks are worn at all times while inside the practice until your examination or treatment takes place when you will be asked to remove it.

Hand sanitiser is provided upon arrival and we keep your possessions safely in a box to avoid/reduce any contamination in the surgeries.  We will also check your temperature.  It will be very helpful if you can avoid bringing in any shopping into the practice if at all possible.

We thank you for your patience during this difficult time and look forward to seeing you. 

There is a short video link attached to show you how we are working to keep you safe to continue caring for your oral health.

The Gallery Dental Group Team


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Practice Closure Update

Information about the temporary practice closure and emergency treatments. The practice will be closed from Tuesday 24th March 2020 to ensure we are protecting you, our lovely patients as well as our staff.