Complaints Procedure - Natural Smiles Implant & Cosmetic Dentistry

Corby: 01536 206 900 Leicester: 0116 218 2181 Contact Us

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Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service which we provide Bhavnish Waghela, Owner and Principal Dentist.
If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Owner and Principal Dentist immediately. If the Owner and Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Owner and Principal 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 to the Owner and Principal Dentist. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
If the patient complains in writing or by email, it will be passed on immediately to the Owner and Principal Dentist, Bhavnish Waghela.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Financial Ombudsman – https://www.financial-ombudsman.org.uk/

complaint.info@financial-ombudsman.org.uk

Call the helpline on 0800 023 4567

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.

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"5 Star Treatment – you made my wife smile, Thank you."

Mr R. McDonald, Kettering Northants

"Natural Smiles affords one of the most pleasant visits to a dentist you will…

Mr. D. Sobey, Kettering Northants

"Excellent service! Pain-free treatments, staff put me at ease. Very good experience."

Miss K. Hudson, Geddington Northants

"Great place, well done!"

Mr G. Walne, Leicester

"Job well done… Looking forward to having some relaxing treatments."

Mr. T. Stonestreet Leicester

"Lovely surroundings, really a nice place, very kind and pleasant staff."

Mrs K. Burgess Corby Northants

"Never had such an informative, relaxed and pain-free dental appointment before, well done to…

Mr J. O'flynn Market Harborough, Leicester

"Excellent!! Makes coming to the dentist a pleasure. Will recommend you to everyone I…

Mrs J. Gallagher, Corby Northants

"I was told to come here by a friend as she recommended the service…

Binnie, London

"Excellent, attentive Dentist and staff. Not as expensive as I was expecting. 'A pleasant…

Mr D. Hunt, Corby Northants

"I just wanted to let you know how pleased I am with the results…

Mrs E. Elliston, Corby Northants

"Made you feel very relaxed, and my treatment very helpful and informative. Nice friendly…

Mrs K. Winters, Corby Northants

"From the minute I walked into Natural Smiles I felt very at home, from…

Mrs Bromfield, Leicester

"I am coming back next time, a brilliant time at the dentist!"

K Mcphie (12), Corby Northantsa

"Lovely relaxing environment – very comfortable. I appreciate having everything explained. Thank you very…

Mrs L. Cox, Corby Northants

"Wonderful treatment with a great end result – very well-fitting and attractive dentures. Thank…

Mr M. Bullock, Northampton

"Very relaxing atmosphere! Fantastic service and treatment. I will definitely be back!"

Miss P. Jones, Milton Keynes

"Marvellous relaxing and very, very professional."

Mrs S. Hayton, Corby Northants

"Fantastic Facilities, Fantastic Place, Fantastic Staff, Fantastic Treatment, what more do you need or…

Mr and Mrs P. Barton, Stanion Northants

"I met Dr Waghela for the first time on a Saturday at around 9…

Mrs.D. Borton, Cranford Northants

"Natural Smiles is a pleasure to visit right from the tranquil surrounds as you…

Mrs H. Kendall, Corby Northants

"Thank you for the excellent care received from you and your team, whilst undergoing…

Mrs S. Morris, Oundle Peterborough

I have written a few words regarding the treatment I received at Natural Smiles…

Mrs J. Lansberry, Corby Northants

Treatments, Service and surroundings at Natural Smiles are first class. Relaxing and Stylish, I…

Mrs R. Dopson, Corby Northants

"I never enjoyed going to the dentist, but I didn't like my teeth or…

Mrs S. Cottrell, Rothwell Northants

"I have been under the care of Dr Waghela since he arrived in the…

Mr L. Gagrica, Corby Northants

"Fantastic treatments and so welcoming would definitely recommend to my friends and family. Carol…

Mrs W. Finlayson, Corby Northants

"I really liked the T.V. on the roof because it had X-Men on it…

H Featherstone (12), Geddington Northants

It has been ten years since I discovered Natural smiles. Without a doubt, the…

D Sobey, Corby Northants

As many people know, your teeth are everyone's focal point. I was ashamed of…

A Baseley, Corby Northants

In April 2020 I was referred to Dr Bhavnish Waghela at Natural Smiles because…

Chris M, Corby Northants

Natural Smiles have been amazing for me, I was so nervous at my first…

Merrilie Mclean, Corby Northants

I came to the practice to have dental implants to replace missing teeth lost…

S Smith, Corby Northants

Amazing staff and customer service! They listen very carefully to your concerns and are…

P Kaur, Leicester

After the first call and consultation I felt instantly reassured that I’d chosen the…

S Barden, Leicester

Would recommend this dentist to anyone who’s thinking about going, they honestly were the…

R Anderson-Stretton, Leicester

My initial consultation was a couple of years ago before Covid began so my…

R Salt, Leicester

After years of having an uneven smile and consultations with different dental practices, I…

N Bhayani, Leicester

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Natural Smiles Corby

Google Rated

Natural Smiles Leicester

Google Rated

4.9

General Dentistry

Affordable professional dental care.

Cosmetic Dentistry

Treat yourself to that perfect smile.

Implant Dentistry

Restoring your smile seamlessly.

Facial Aesthetics

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Our Locations

Natural Smiles Corby

19 Stanion Lane, Corby, Northamptonshire, NN18 8ES

T : 01536 206 900

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Natural Smiles Leicester

264-266 Leicester Road, Wigston, Leicester, LE18 1HQ

T : 01162 182 181

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