Complaints Policy

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N17 Dental

Your sustainable and family-friendly dental practice in Tottenham

Come and say hi
585 High Rd,
London
N17 6SB

📞 020 8264 1000

Opening Hours
Monday: 8:00am – 6:00pm
Tuesday: 8:00am – 7:00pm
Wednesday: 8:00am – 9:00pm
Thursday: 8:00am – 7:00pm
Friday: 8:00am – 6:00pm
Saturday: 9:00am – 1:00pm
Sunday: Closed

Code of Practice for Handling Complaints

At N17 Dental, we take complaints very seriously and strive to ensure that all our patients are happy with their experience of our services. If patients do complain, we deal with their concerns courteously and promptly so the matter is resolved as quickly and efficiently as possible.

Complaints Made to the Practice

If a patient complains in person or over the phone, our staff will listen carefully and offer to refer the matter to the Complaints Lead. A brief record will be taken and passed along if the matter cannot be dealt with immediately or the patient prefers not to wait.

If the complaint is in writing, including by email, it will be passed on to the Complaints Lead without delay.

Should the complaint involve clinical care or associated charges, it will be referred to the treating dentist unless the patient requests otherwise.

We will acknowledge all complaints within three working days, including a copy of this Code of Practice. The patient will be invited to discuss the matter and agree on a response timeframe. We aim to investigate and respond within this agreed period. If a delay is necessary, we will inform the patient and advise of the likely revised timeframe.

Once the investigation is complete, we will provide a written response outlining our findings and any actions taken—usually within 14 working days.

Full and accurate records are kept of every complaint received.

N17 Dental welcomes all feedback and ensures that patients will never be treated unfairly as a result of raising a concern. If you prefer not to raise the complaint directly with us, you may contact one of the external bodies listed below.

In the case of a formal complaint or legal claim, we may need to share details of the patient’s treatment with indemnifiers, insurers, or legal advisers as required.