Complaints procedure
If something has gone wrong
We would much rather hear about a problem than have you tell somebody else about it.
How to complain
Speak to any member of the team, or write to Dr Kalpesh Prajapat, Principal Dentist, LUSSO Dental, 54 Station Approach, West Byfleet, Surrey, KT14 6NE, or email hello@lusso.dental. Dr Prajapat is responsible for dealing with complaints about the practice.
What happens next
We will acknowledge a written complaint within three working days. We will investigate and give you a full written response within ten working days. If we need longer, for example because we need to obtain records or speak to someone who is away, we will tell you why and when you can expect our reply. Complaints about clinical care are looked into by the treating clinician and reviewed by Dr Prajapat.
If you are not satisfied
If you remain unhappy with our response you can contact the Dental Complaints Service, which deals with complaints about private dental care, at dcs.gdc-uk.org or on 020 8253 0800. You can also contact the General Dental Council, which regulates dental professionals, at gdc-uk.org, or the Care Quality Commission, which regulates dental practices in England, at cqc.org.uk or on 03000 616161.
Our commitment
Making a complaint will never affect the care you receive. We record every complaint, review them regularly, and use what we learn to improve the practice.