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Figges Marsh Dental in Mitcham

Figges Marsh Dental 9 Streatham Road Mitcham Surrey CR4 2AD

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In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Dr Rajiv Ruwala, Complaints Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be informed when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Complaints Manager, Dr Rajiv Ruwala.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct.

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Testimonials

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Figges Marsh Dental Surgery is an excellent Dental Practice with a great team from the amazing and welcoming Reception Team, to the amazing Doctors,...

J. Aguoru

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Testimonials

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Lovely dentists and staff. I have been with this dentist company for over 30 years. Very kind and helpful, especially during closures. Soon as they op...

P. Willat

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Testimonials

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Dr Ameeka was calm, very thorough and excellent at communicating everything during my visit. Taking the time to go through my X-rays with me was a nic...

J. Hallett

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I have never met a Dentist like Sophia. She was very open, honest and explained everything to me that I needed from start to finish. If there is anyth...

K. Pabari

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We attended today with our 2 young children and the dentist, Ameeka, was very professional and kind. She explained everything brilliantly to the child...

B. Karia

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The best dentist I've used. I moved house a few years ago and decided to use an alternative dentist but had to come back and glad I did. I've been in...

G. Lindsay

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Testimonials

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At the beginning of July, whilst visiting my dad, part of my tooth fell out. The practice made me an appointment and saw me very quickly. Ameeka was s...

S. Capel

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Testimonials

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Was a very nervous and scared patient, who had never had an injection without sedation. Figges Marsh dental team are fantastic they put me at ease an...

V. Snelling

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Amazing and considerate members of staff. They genuinely want the best for your dental health, teaching you how you can improve your dental hygiene an...

K. Tan

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I made an emergency appointment today I got it within during this pandemic I am very happy with Dentist Ameeka and Maria and with her team very helpf...

M. Haulkory

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Testimonials

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Great staff everybody is very polite and they always have a smile on their face. I would also like to give a big thank you to Ameeka. She was absolute...

J. Jah

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Testimonials

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My tooth broke a couple of weeks ago and started to give me pain. I phone my normal dentist and spoke to the receptionist, who told me they were fully...

D. Evans

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I recently attended for my routine appointment at this dental surgery. The reception staff are polite, helpful and professional which is always a plus...

L. Kinlocke

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Since I've been training, I had a remarkable chance to see an inside out of the practice and to get to know the each and everyone as well as meet many...

Z. Ilona

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Testimonials

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I have been treated at this surgery for many years now and I must say that it is much improved since it was taken over by new management. The surgery...

B. Bernard

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