Complaints Procedure

At White House Dental, our goal is to provide the highest standard of care and service in a professional, friendly, and respectful environment. We take all feedback seriously and are committed to resolving complaints promptly, fairly, and confidentially.


We view complaints as a valuable opportunity to learn and improve. We will never discriminate against anyone who raises concerns, and we are happy to answer any questions about this process.


How to Make a Complaint


If you are dissatisfied with any aspect of your care or service, we encourage you to contact us as soon as possible so we can address the matter promptly. Complaints can be made verbally, in writing, or via email.


Ashna is our Complaints Manager and will act as your point of contact throughout the process. She will ensure that your concerns are handled respectfully and that a fair investigation takes place.


If you are receiving NHS care and do not feel comfortable raising your concern with us directly, you may contact NHS England at england.contactus@nhs.net.


What Happens Next?

 

  • Verbal complaints will be acknowledged immediately and resolved within 24 hours where possible.


  • Written complaints will be acknowledged within 3 working days, and a full written response will be provided as soon as possible following a thorough investigation.


Please send written complaints to:


The White House Dental, 1 Ivy Mill Lane, Godstone, Surrey, RH9 8NH or email us at enquiries@thewhitehouse.dental


If Ashna is unavailable, a team member will take brief details of your complaint and arrange a follow-up at a time convenient for you.


Confidentiality & Investigation

 

All complaints are handled confidentially. Records are securely stored and only accessible to those involved in the investigation. If a delay occurs in resolving your complaint, we will keep you updated regularly.

Once the investigation is complete, you will receive a written response outlining our findings and proposed resolution. You may also be invited to a meeting to discuss your concerns and any further steps.


Where appropriate, we may offer:

  • Alternative treatment
  • A referral to a specialist
  • A refund
  • Any other resolution appropriate to your needs


Still Unsatisfied?

 

If you're not satisfied with the outcome, the following external organisations can be contacted: