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  • pin Europa House, West Street, Leighton Buzzard, LU7 1DD
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  • pin Europa House, West Street, Leighton Buzzard, LU7 1DD

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.

  1. The person responsible for dealing with any complaint about the service which we provide is Mrs Alina Berznicu, Practice Manager.
  2. 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 Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager 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 Practice Manager. 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.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Mrs Alina Berznicu.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. 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.
  9. 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: 08452 224 141, the dentists’ regulatory body for complaints about professional misconduct.

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reviews

“I visit my hygienist, Donna, approximately every four months. I am a typical nervous patient but Donna is reassuring, kind and gentle. Although gentle, she gets the job done as...”

Alan B

“Very impressed with this dentist practice. I am a newly registered patient. Registration was quick and easy. Very polite and approachable receptionist. Recently attended for a dentist appointment and then...”

Jade D

“Such an easy experience from start to finish. Pain free at every step with my Invisalign journey. If you’re thinking about updating your smile then go in for a consultation,...”

Kane O-P

“I have been a patient at West Street Dental for many years and recently chose to improve my smile with Invisalign in March. Nil & his team have been absolutely...”

Ivy A-F

“All of the staff were fantastic, including the receptionist who was able to quickly get me an emergency appointment. Friendly and reassuring, the care I received was professional and efficient....”

Chloe D-B

“Great service from the team, it has been good to have same the dentist over the past few years so continuity & awareness of your needs are maintained. I had...”

Mark C

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Treatment - West Street Dental

General Dentistry

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Treatment - West Street Dental

Cosmetic Dentistry

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Treatment - West Street Dental

Dental Implants

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Treatment - West Street Dental

Facial Aesthetics

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West Street Dental Practice logo
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West Street Dental Practice logo
West Street Dental Practice logo
West Street Dental Practice logo
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West Street Dental Practice logo
West Street Dental Practice logo
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  • pin Europa House, West Street, Leighton Buzzard, LU7 1DD
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