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,

Following the announcement by the government on 28th May, we are incredibly pleased and excited to announce that we are hoping to re-open The Gallery Dental Group Practices mid to late June for appointments. The announcement was publicised on the news to the public without giving dental practices any prior notice to fully prepare and we are still waiting for confirmed guidelines so do please bear with us.

We have had to cancel numerous appointments since the lockdown began 3 months ago and will initially be prioritising appointments for our existing patients who have had dental emergencies or appointments cancelled, in order of urgency. Please do not attend the practice unless you have an appointment. The reception teams are available to take calls from immediate effect and we would ask if you do have an emergency to email the practices initially with the subject heading “I have a dental concern” with a brief message of the problem/symptoms. We will be able to add you to the priority list and will contact you in due course.

At The Gallery Dental Group the most important thing is patient safety and comfort, and that is why we have spent the time of closure upgrading the practices, training the team and introducing the following measures to keep our patients and staff SAFER than ever.

The practices, as you are aware are always a very clean and safe environment. However, we have placed hand sanitisers at entry points, upgraded our Personal Protective Equipment (PPE) for all appointments and where treatment is prescribed you will notice different PPE worn by the clinicians. We have also redesigned the patient journey in line with social distancing.

We thank you all for your patience during this difficult time and look forward to seeing you again soon!

Assuring you of our best attention at all times.

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.