Ninety 2 Dental
instagram whatsapp
  • 92 Epsom Road
  • Sutton
  • Surrey
  • SM3 9ES
instagram whatsapp

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 Mrs Adele Braybrook, Head Receptionist.
  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 Head Receptionist immediately. If the Head Receptionist is not available at the time, then the patient will be informed when they will be able to talk to the Head Receptionist 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 Head Receptionist. 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 Head Receptionist, Mrs Adele Braybrook.
  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: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct.

Get in touch

Testimonials

”I would highly recommend Dr Sujay Shah and his team at Ninety 2 Dental. I would like to say a personal thank you to Sujay and all ...“

David Cox - Facebook Review

star1 star2 star3 star4 star5

”I recently had two old crowns fall apart through old age and they were non repairable. My options were to do without two molars, f...“

Andrew Rees

star1 star2 star3 star4 star5

”Excellent dentist, nice and clean, fantastic staff all very friendly make you feel very welcome, Have helped me get over my Denta...“

Donna Ferguson - Facebook Review

star1 star2 star3 star4 star5

”Fantastic service is an understatement! Highly professional, friendly and caring team. I've been recommended this practice through...“

Debby

star1 star2 star3 star4 star5

”Fantastic! Have used this practice for around 40 years and cannot recommend highly enough. All the staff are lovely. Recently t...“

Jo Lee

star1 star2 star3 star4 star5

”I would highly recommend Dr N Shah. She provided excellent service with a really good bedside manner. I was really nervous about g...“

Rhea Parekh

star1 star2 star3 star4 star5

”I had some bonding put in and I cannot believe how natural it looks with my teeth. The staff and Dr Sujay were Excellent and would...“

Usha Dudakia

star1 star2 star3 star4 star5

”Dr Shah and his lovely Dental Team deliver a fantastic service! I have been with 92 Dental for many years and have always been de...“

Pauline Kemp

star1 star2 star3 star4 star5

”Without hesitation, I would highly recommend Dr Sujay Shah. Dr Shah is a very dedicated professional and this shines through his w...“

Katerina Zachariou

star1 star2 star3 star4 star5

”Absolutely fantastic service with every visit, Dr Shah along with all the other staff are so friendly, reassuring and professional...“

Jess Brown

star1 star2 star3 star4 star5

”Fantastic team, really getting to the bottom of my continuous teeth issues, rather than patching it up they are putting together a...“

Adam G

star1 star2 star3 star4 star5

”I have rated this dental practice with 5 stars because I couldn’t think of any reason not to. The staff were attentive and compe...“

Martin Fitzgerald

star1 star2 star3 star4 star5

”An excellent service in a beautiful and clean surgery. The staff and dentist were attentive and reassuring. Highly recommended....“

Matt Lowing

star1 star2 star3 star4 star5

”Excellent service....“

Anoochka Soneea

star1 star2 star3 star4 star5

”Experienced, Competent and friendly....“

David C

star1 star2 star3 star4 star5
View all testimonials
conten bg2
Ninety 2 Dental
  • 92 Epsom Road, Sutton, Surrey, SM3 9ES