Complaints Policy

Effective from: 24 October 2025

Our Commitment

At Dr Shabri, we’re committed to providing high-quality dental and aesthetic care. We value your feedback and see complaints as opportunities to improve our services.

We promise to:

• Listen to your concerns with respect and empathy
• Investigate thoroughly and impartially
• Respond promptly and professionally
• Take action to prevent issues recurring
• Keep everything confidential
• Ensure your ongoing care isn’t affected

What You Can Complain About

You can raise concerns about any aspect of our service, including:

Clinical Care: Treatment quality, outcomes, complications, pain, clinical decisions

Patient Experience: Staff communication or attitude, appointment availability, waiting times, privacy

Administrative: Billing disputes, booking errors, records, information delays

Facilities: Cleanliness, equipment, comfort, accessibility

How to Make a Complaint

We encourage you to raise concerns as early as possible. You can complain:

By Email: info@drshabri.com

By Post: Dr Shabri Chandarana, 1 Orchard Street, London W1H 6HJ

In Person: Speak to any team member or request to speak with Dr Shabri

What to Include

• Your name and contact details
• Date(s) of treatment or service
• Clear description of your concern
• What outcome you’re seeking
• Any relevant documents (receipts, photos, correspondence)

Time Limit

While there’s no strict deadline, complaints raised within 12 months are easier to investigate. We’ll use discretion for older complaints depending on seriousness and available evidence.

Our Complaints Process

Step 1: Acknowledgement (Within 3 Working Days)

We’ll confirm receipt, explain who’s handling your complaint, outline next steps, and give you an expected timeframe.

Step 2: Investigation

We’ll conduct a thorough, impartial investigation which may include:

• Reviewing your clinical records and treatment history
• Speaking with relevant staff
• Examining documentation or evidence
• Consulting other professionals if needed

Step 3: Response (Within 10 Working Days)

We aim to provide a full written response within 10 working days. Our response will include:

• Summary of your complaint and our findings
• Explanation of what happened and why
• Acknowledgement if things went wrong
• Apology where appropriate
• Actions taken to prevent recurrence
• Any remedies offered (refund, remedial treatment, etc.)
• Information about further steps if you’re still unhappy

Complex Cases: If we need more time (up to 20 working days for particularly complex issues), we’ll keep you updated on progress.

Step 4: Resolution and Learning

Where we’ve identified problems, we’ll implement changes, provide staff training, or update procedures to prevent the same issue happening again.

If You’re Still Not Satisfied

If you’re unhappy with our response, you can escalate your complaint to:

For Dental Treatment Complaints

Dental Complaints Service (DCS)
Free, independent complaint resolution for private dental care

Website: www.dentalcomplaints.org.uk
Email: info@dentalcomplaints.org.uk
Phone: 020 8253 0800
Time Limit: Within 12 months of our response

For Facial Aesthetic Treatment Complaints

Joint Council for Cosmetic Practitioners (JCCP)
Website: www.jccp.org.uk

Save Face
Website: www.saveface.co.uk
Phone: 0333 577 0295

For Serious Professional Misconduct

General Dental Council (GDC)
Website: www.gdc-uk.org
Phone: 0207 167 6000

Note: The GDC investigates serious professional misconduct but doesn’t resolve individual service complaints.

Care Quality Commission (CQC)
Website: www.cqc.org.uk
Phone: 03000 616161

Clinical Negligence Claims

If you believe you’ve suffered harm due to negligent treatment, contact a specialist dental negligence solicitor. Claims must usually be made within 3 years of discovering the harm.

The complaints process and legal claims are separate.

Confidentiality and Data Protection

All complaints are handled in strict confidence following UK GDPR, Data Protection Act 2018, and GDC standards.

Your complaint information:

• Is kept confidential and shared only with those involved in investigation
• Is stored securely for at least 11 years
• Won’t affect your ongoing care
• Can be provided to you on request

See our Privacy Policy for full details on how we handle personal data.

Learning From Complaints

We record all complaints and review them regularly to:

• Identify trends and patterns
• Share lessons with the team (maintaining patient confidentiality)
• Improve our protocols, training, and facilities
• Conduct annual reviews as part of our quality improvement

Your Rights

When making a complaint, you have the right to:

• Be treated with respect and dignity
• Confidential handling
• Timely, fair, and impartial investigation
• Regular updates on progress
• Full explanation of findings
• Escalate to external organisations if dissatisfied
• Continue receiving appropriate care

Compliments and Feedback

While this policy focuses on complaints, we also love receiving compliments, suggestions, and general feedback. Please share these at info@drshabri.com or in person — positive feedback helps us recognise excellent service and maintain standards.

Regulatory Compliance

This policy complies with:

• General Dental Council (GDC) Standards
• Care Quality Commission (CQC) regulations
• UK GDPR and Data Protection Act 2018
• Consumer Rights Act 2015

Dr Shabri is registered with the GDC (Number: 277745).

This policy is reviewed annually or sooner if needed.

Last Reviewed: 24 October 2025
Next Review: October 2026

Contact Us

To make a complaint or discuss concerns:

Email: info@drshabri.com
Post: Dr Shabri Chandarana, 1 Orchard Street, London W1H 6HJ
Website: www.drshabri.com

We value your feedback and are committed to continually improving our services.

© 2025 Dr Shabri. All rights reserved.