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Customer Complaints Procedure

Customer Complaints Procedure

Last medically reviewed by : August 17, 2020

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Patient Complaints Procedure

At Bespoke Smile we always aim for our patients to be truly delighted with their experience. Anything below 5* is a problem for us, and we hope to never have complaints.

We aim to always satisfy patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible.

We take complaints very seriously, investigating them in a full and fair way, taking great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Sonali Samani is the Complaints Manager and will be your personal contact to assist you with any complaints. If you would like to file a complaint please feel free to do this in person, by post, phone or email – or 07971809513.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient feedback to learn and improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.


GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at contact them on or by calling 020 7167 6000.

Complaints regarding Credit facilities provided.

Bespoke Smile always act in good faith and have our patients’ interest at heart. However, at times we may not meet your standards and those of which we set ourselves.

If you have a complaint relating to the provision of credit facilities provided to you for your treatment, please initially bring it to the practices’ attention. You can do this over the phone or in writing.

Practice Email:

What will you do when you receive my complaint?

We will treat any point you raise in confidentiality.

Upon receiving your correspondence, we will acknowledge receipt as soon as practically possible and within 7 working days and may contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able. In normal circumstances, we would aim to have addressed your complaint within 14 working days of receiving it or provided an explanation for the delay in meeting this objective.

What if I am unhappy with the outcome?

While we do our best to deliver a fair and quality service, sometimes mistakes can happen. If we find we’ve made a mistake, we’ll do everything we can to put it right.

If it has taken us more than 8 weeks to resolve your complaint, or you aren’t satisfied with their decision, then you are entitled to take your case to the Financial Ombudsman Service, which is a free service that resolves disputes between customers and financial services institutions. Please be aware that you’ll need to contact the Financial Ombudsman Service within 6 months our final response letter.

You can contact the Financial Ombudsman Service by:

Phone: 0800 0 234 567