Complaints & Cancellation Procedure

At House of Smiles, we are fully committed to delivering an exceptional patient experience. We take all feedback and complaints seriously and aim to ensure every patient feels heard, respected, and supported.

Our approach is simple: we handle concerns in the same professional and considerate manner that we would expect ourselves. We learn from every concern raised and respond with care, sensitivity, and efficiency.

Complaints Procedure

The person responsible for managing complaints relating to our services is the Clinic Manager, Mrs Leanne Hampshire.

If a concern is raised by telephone or in person, our team will listen carefully and, where possible, immediately refer the matter to the Co‑founder and Clinic Manager.

If the Clinic Manager is unavailable, the patient will be informed when they will be able to speak with her and suitable arrangements will be made. A team member will record the key details and ensure they are passed on promptly.

If a complaint is received in writing or by email, it will be forwarded without delay to Mrs Leanne Hampshire for review.

Where a complaint relates to clinical care or associated fees, it will usually be referred to the treating dentist, unless the patient specifically requests otherwise.

We will acknowledge all complaints in writing within three working days and provide a copy of this procedure.

We aim to complete our investigation within ten working days of receiving the complaint and will provide a clear explanation of the findings.

Where a meeting is not preferred, we will attempt to discuss the matter by telephone. If our investigation requires additional time, we will inform the patient, explain the reason for the delay, and provide a revised timeframe.

Following completion of our investigation, we will confirm our decision in writing.

House of Smiles maintains thorough records of all complaints received and any service improvements made as a result.

If You Remain Dissatisfied

If you are not satisfied with the outcome of our internal process, you may contact:

Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

Dental Complaints Service

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

General Dental Council

37 Wimpole Street, London, W1N 8DQ
Telephone: 0845 222 4141

(The dentists’ regulatory body for complaints about professional conduct)

Deposit & Booking Policy

To secure your appointment at House of Smiles, a deposit is required at the time of booking.

This deposit will be deducted from the cost of your treatment on the day of your visit or may be retained for a future appointment where appropriate.

We operate a 48‑hour cancellation policy.

If you need to change your appointment, please contact the practice as soon as possible and we will be happy to rearrange it.

Appointments cancelled with less than 48 hours’ notice may result in the loss of your deposit, and a new deposit may be required to secure a future booking.

Patients who miss three consecutive appointments may be asked to provide full advance payment for future bookings.

We understand that unforeseen circumstances and genuine emergencies can arise.

Where appropriate, these will always be considered with care and discretion.

Our intention in maintaining this policy is to protect appointment availability for all patients while avoiding unnecessary charges wherever possible.