Complaints Procedure
At One Dental, we are committed to delivering high-quality dental care in a professional and respectful environment. If you are not satisfied with any aspect of your treatment or experience, we welcome your feedback and take all complaints seriously.
How to Make a Complaint
You can raise a complaint in any of the following ways:
- In person: Speak to our reception team or your treating dentist.
- By phone: Call us on 020 3987 0044
- By email: Send your complaint to info@onedental.co.uk
- By post:
One Dental Camberwell
60–62 Coldharbour Lane
Camberwell
London SE5 9PU
Please include:
- Your name and contact details
- A clear summary of your complaint
- Names of any staff involved (if known)
- The outcome you are hoping for
What Happens Next?
- Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receiving it. - Investigation
A full investigation will be carried out by our practice manager or a senior member of the team. We aim to respond with a detailed explanation within 10 working days. If this takes longer, we will keep you informed. - Outcome
You will receive a written response detailing our findings and any steps we will take to resolve the issue. We may also offer to meet with you to discuss the matter further.
If You Are Still Not Satisfied
If your complaint is not resolved to your satisfaction, you may escalate it:
- For private treatment: Contact the Dental Complaints Service.
- For professional conduct concerns: Contact the General Dental Council (GDC).
Details for these organisations can be provided upon request at the practice.
Confidentiality
All complaints are handled in the strictest confidence and in line with data protection regulations. Raising a concern will not affect your future care at the practice.
Feedback Welcome
Your feedback — whether a complaint, suggestion or compliment — helps us to improve and continue offering excellent dental care.
