Patient Care & Transparency
Complaints Procedure
If your experience has not met your expectations, we want to hear from you. Here is how to raise a concern and what we will do to resolve it.
If your experience has not met your expectations, we want to hear from you. Here is how to raise a concern and what we will do to resolve it.
At Emergency Dentist Borehamwood, we strive to deliver a professional, respectful, and efficient service to every patient across Borehamwood WD6, Elstree, Radlett, Shenley and the wider Hertfordshire area.
If your experience has fallen short — whether related to how your appointment was booked or the care you received — we encourage you to contact us. All concerns are managed fairly, promptly, and in full confidence.
Every complaint is handled in line with recognised professional guidelines so the process is always clear, fair and transparent for the patient.
All emergency dental treatment arranged through our service is delivered by dentists fully registered with the General Dental Council (GDC) — the UK's regulatory body for dental professionals.
Every GDC-registered clinician is required to uphold the following professional principles:
We encourage you to contact us as soon as possible. Raising a concern early helps us investigate promptly and work towards the best resolution.
Speak with our complaints handler by calling 020 3951 4594. Lines are open Monday to Friday 8am–7pm and Saturday 9am–2pm.
We will log your concern immediately and confirm the next steps before the end of the call.
Submit your complaint via the contact form at borehamwood.codingwind.com/contact.
Please mark your message as a complaint and include your name, appointment date, and a clear description of your concern.
Every complaint follows a clear four-stage process so you always know where things stand.
We confirm receipt of your complaint in writing, identifying the person responsible for handling it and outlining what will happen next.
We review all relevant information, which may include speaking with our team or contacting the treating dental practice where the concern relates to clinical care.
We provide a written response with our findings. If additional time is needed, we will notify you in advance and keep you updated throughout.
Where a complaint is upheld, we explain the steps we are taking to address the issue and prevent it from occurring again. An apology is offered where appropriate.
If you are not satisfied with our response, independent support is available at no cost to you.
If you are not satisfied with our response after we have completed our review, you have the right to escalate your complaint to an independent organisation. The following bodies can provide impartial assistance at no charge.
Provides free, independent assistance for complaints about private dental treatment in the UK.
Tel: 020 8253 0800
Website: www.dentalcomplaints.org.uk
Hours: Monday – Friday, 9am – 5pm
The GDC investigates serious concerns about the fitness to practise of a registered dental professional.
Tel: 020 7887 3800
Website: www.gdc-uk.org
All complaints are treated in strict confidence under UK GDPR. Your information is only shared with those directly involved in resolving your concern.
Every complaint is investigated objectively, regardless of its nature. We do not dismiss concerns — every voice is heard and reviewed equally.
Raising a complaint will never affect the service or care you receive. Same-day emergency appointments remain available to you at all times.
All complaints received by Emergency Dentist Borehamwood are handled in strict confidence and in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Any personal information shared during the complaints process will only be used to investigate and resolve your concern. It will not be shared with any external party unless we are required to do so by law.
For full details of how we handle your data, please refer to our Privacy Policy.
Raising a concern or formal complaint will never influence the quality of service you receive from Emergency Dentist Borehamwood. Your access to same-day emergency dental appointments in the Borehamwood WD6 area will remain fully unchanged.
We welcome open communication and are committed to addressing every complaint respectfully, professionally, and without prejudice. Patient feedback — whether positive or critical — helps us improve the service we provide across the community.
If you are unsure whether to raise a concern, we encourage you to speak with us. There is no formal process until you are ready.
Our team is available Monday to Friday 8am–7pm and Saturday 9am–2pm. For dental emergencies, same-day appointments are available across Borehamwood and WD6.