Complaints Procedure
Last updated: 1 September 2026
If something about your care at Wimpole Street falls short, we would rather hear it from you directly than not at all. This page sets out how to tell us, what we will do, and where you can go if our answer does not satisfy you.
The procedure follows the expectations of the General Dental Council (GDC), the Nursing and Midwifery Council (NMC) and the Care Quality Commission (CQC) for handling complaints in private practice.
1. What you can expect from us
- Every concern is taken seriously and looked into by someone senior.
- Raising a complaint will never affect the care you receive afterwards.
- Your complaint is handled in confidence and shared only with those who need to see it.
- We use what we learn to change how we work.
2. How to tell us
Choose whichever route is easiest:
- In person: ask any member of staff to speak to the Practice Manager at Wimpole Street.
- By telephone: 020 7183 0692 during opening hours.
- By email: wimpolestreet@md.co.uk, marking the subject line “Complaint”.
- By post: Practice Manager, Wimpole Street Medical & Dental, 22 Wimpole Street, London W1G 8GQ.
3. What to include
- Your name and how you would like us to contact you
- The date or dates involved
- The clinician or staff member concerned, if you know
- What happened, in your own words
- Anything that supports your account (photographs, correspondence)
- What you would like to happen as a result
4. What happens next
Acknowledgement
We confirm receipt within 3 working days and tell you who is dealing with it.
Investigation
A senior clinician or manager reviews the records, speaks to those involved and, if helpful, to you.
Written response
You receive a full written reply, normally within 20 working days. If we need longer we will say so and explain why.
Resolution
The reply sets out what we found, whether we fell short, an apology where one is owed, and the steps we are taking.
5. Time limits
Please raise concerns within 12 months of the event, or of becoming aware of it. Earlier is better: records and memories are fresher and the matter is easier to put right.
6. If you remain dissatisfied
Once our internal process has finished, the following independent bodies can review your complaint:
Dental care
Dental Complaints Service (for private dental treatment)
Website: dcs.gdc-uk.org · Phone: 020 8253 0800
General Dental Council (GDC), the regulator for dental professionals
Website: www.gdc-uk.org · Phone: 020 7167 6000
Medical care
Nursing and Midwifery Council (NMC), the regulator for nurses
Website: www.nmc.org.uk · Phone: 020 7333 9333
Care Quality Commission (CQC)
The CQC monitors and regulates health and social care services in England. Our registration for the Wimpole Street location is in progress.
Website: www.cqc.org.uk · Phone: 03000 616161
Parliamentary and Health Service Ombudsman (PHSO)
For unresolved complaints about healthcare services.
Website: www.ombudsman.org.uk · Phone: 0345 015 4033
7. Confidentiality
Details of a complaint are seen only by the people investigating it. They are kept separately from your clinical record and have no bearing on your future treatment with us.
8. Complaining for someone else
Where you are acting for another patient, we need their written permission before we can discuss their care with you, unless they lack capacity to give it. This protects their confidentiality under UK GDPR and professional guidance.
9. Learning from complaints
Complaints across all three Medical & Dental clinics are reviewed together by our clinical governance lead. Patterns are acted on and anonymised findings are shared with the team so the same issue does not recur at another address.
10. Contact
Practice Manager
Wimpole Street Medical & Dental
22 Wimpole Street
Marylebone, London W1G 8GQ
Telephone: 020 7183 0692
Email: wimpolestreet@md.co.uk
