At The Dentist Balham, we strive to provide excellent service and high-quality care. However, if you are not satisfied, we want to hear from you so we can put things right.
Our Commitments
When you make a complaint, we will:
• Make it easy for you to tell us what went wrong.
• Give your complaint the attention it deserves.
• Aim to resolve it quickly and without unnecessary delay.
• Provide a fair outcome based on our complaints policy.
How to Make a Complaint
You can contact us in any of the following ways:
In Person:
Please do speak to a team member at reception: 1 Bedford Hill, Balham, London, SW12 9ET (Monday to Friday, 8:00am – 6:00pm)
In Writing:
Send your complaint to:
Complaints Manager – Vidhu Gaisford
1 Bedford Hill, Balham, London, SW12 9ET
By Telephone:
020 3794 6487 (During office hours)
By Email:
info@thedentistbalham.com
Complaints Timeframes
Step Timeframe Details
1. Acknowledgement Within 3 business days You’ll receive a written/email acknowledgement and a copy of our complaints policy.
2. Investigation & Updates Ongoing We’ll advise you in each communication when to expect our next update.
3. Response Target Within 10 business days We aim to fully resolve your complaint within this timeframe.
4. Holding Letter After 4 weeks (if unresolved) We’ll explain the delay and when we expect to resolve your complaint.
5. Final Response Within 8 weeks (maximum) If still unresolved, we’ll inform you of your right to escalate to the Financial Ombudsman.
6. 3rd Party Complaints Within 5 business days If a third party is involved, we will refer the complaint and notify you.
If We Cannot Resolve Your Complaint
If your complaint is not resolved within 30 days, we will:
• Send you a letter explaining the delay and the expected timeline for resolution.
• Inform you of your right to refer the complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service (FOS)
You can contact FOS if:
• You are unhappy with our final response, or
• 30 days have passed without resolution.
Contact Details:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
0800 023 4567
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
You must contact FOS within 6 months of our final response.
Internal Review Process
• All complaints are reviewed by the Clinical Director.
• Actions and outcomes are discussed in full team meetings.
• Complaints are recorded to help us identify trends and improve our services.
Important Note
All complaints must be submitted within 30 days of your visit to the clinic.
