We take all feedback seriously. If something hasn’t gone as you expected, please tell us so we can put it right and improve our care. Complaining will not affect your treatment with us.
Practice name: W12 Dental & Implant Centre
Address: 67 Askew Road, London W12 9AH
Phone: 020 8740 3021
Email: info@w12dentalandimplant.co.uk
CQC Location ID: 1-263048894
1) How to complain to us (our in‑house process)
You can raise a concern in person, by phone, by email or in writing. If you need help (translation, large print, or any reasonable adjustment), let us know.
Complaints Lead: Dr Asif Manjlai (GDC 86177)
Deputy: Practice Manager
What happens next
We will acknowledge your complaint within 3 working days and agree how and when we’ll respond.
We aim to provide a full written response within 10 working days. If it’s more complex, we’ll keep you updated and agree a new timeframe.
Our response will explain what we found, any actions we’re taking, and how to escalate if you remain unhappy.
Time limit: Please try to raise your complaint within 12 months of the event (or when you became aware of it). We can still investigate later if there is a good reason for the delay.
Records & learning: We record, review, and audit complaints to improve our services. Complaint records are kept separate from clinical notes.
2. If your care was NHS‑funded (NHS complaints route)
For NHS treatment you can either complain to us (the provider) or to the commissioner of the service (usually your local Integrated Care Board – ICB). You cannot pursue both at the same time.
If your NHS complaint is not resolved by the practice or the commissioner, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review the case. (The PHSO usually needs a final response letter from the practice/commissioner before it can investigate.)
PHSO helpline: 0345 015 4033
Website: ombudsman.org.uk
3. If your care was private (non‑NHS)
If your complaint relates to private dental treatment, and we’re unable to resolve it together, you can contact the Dental Complaints Service (DCS) for free, impartial help (run by the GDC for private dentistry).
DCS phone: 020 8253 0800
Online: dcs.gdc-uk.org (contact form available on their website)
4. Concerns about professional conduct (GDC)
If you have a serious concern about a dental professional’s fitness to practise (e.g., conduct, health, or competence), you can contact the General Dental Council (GDC). For most private care service issues, the DCS is the right route; the GDC handles serious concerns about professionals.
GDC: gdc-uk.org (Raise a concern)
5. Telling the CQC about your care
The Care Quality Commission (CQC) does not investigate individual complaints, but it welcomes information about your experience to help regulate services. You can share feedback with the CQC at any time.
CQC: cqc.org.uk (Share your experience)
6. Support with making a complaint
Free independent advocacy may be available locally (NHS Complaints Advocacy). Ask us if you need help finding support.
7. Our commitments (Duty of Candour)
We will be open and honest if something goes wrong.
We will apologise when appropriate and explain what we are doing to prevent it happening again.
8. Version control
Policy last reviewed: 09 August 2025
Next review due: 09 August 2026