The brace complaints policy


In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, we will deal with them 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 patients’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service we provide is Dr Murtuza Hasnaini

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Dr Hasnaini immediately.

If Dr Hasnaini is not available at the time, then the patient will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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 the letter will be passed on immediately to Dr  Hasnaini.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, 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 as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of the complaint being received 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 him or her 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 and, if necessary, a progress report will be sent to the patient every ten days.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive reports are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

  • NHS treatment
    NHS East London and the City 
    5th Floor, Clifton House, 75-77 Worship St, London EC2A 2DU
    www.elc.nhs.uk 
  • Private treatment 
    The Dental Complaints Service (08456 120 540)
  • Other contacts 
    The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the 
    dentists’ registration body) www.gdc-uk.org 
    The Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London 
    EC1Y 8TG (www.cqc.org.uk)
  • 2017 Aesthetic Dentistry Award
  • Marie Claire
  • The invisible Orthodontist work with specially trained teeth straightening experts, who use unique systems – such as Invisalign – to give you the smile youve always wanted.
  • Invisalign
  • Damon System
  • 2017 Aesthetic Dentistry Award
  • Marie Claire
  • The invisible Orthodontist work with specially trained teeth straightening experts, who use unique systems – such as Invisalign – to give you the smile youve always wanted.
  • Invisalign
  • Damon System

The Brace
Orthodontic Practice

15 Artillery Passage,
London, E1 7LJ

0207 247 5768

  • Monday 9AM - 7PM
  • Tuesday 9AM - 5PM
  • Wednesday 9AM - 7PM
  • Thursday 9AM - 7PM
  • Friday 9AM - 4PM
  • Saturday Closed
  • Sunday Closed