At Dr. Sandra Mourad Clinics, we are committed to providing the highest quality dental care and ensuring patient satisfaction. We value your feedback and take all concerns seriously. If you have any complaints or concerns about your experience with our practice, we encourage you to let us know so we can address them promptly and effectively.

How to Raise a Complaint

If you have a complaint, we encourage you to bring it to our attention promptly. You can raise a complaint through any of the following methods:

1. Verbal Complaint: You may speak directly to a member of our staff or our receptionist during your visit to the clinic.

2. Written Complaint: You can submit a written complaint via email to Contact@drsandra.co.uk or by post to our clinic address: 105 Wigmore Street, London W1U 1QY.

When raising a complaint, please provide as much detail as possible, including the nature of the complaint, relevant dates, and any supporting documentation or information.

Complaint Handling Process

Upon receiving your complaint, we will follow these steps to address and resolve it:

1. Acknowledgment: We will acknowledge receipt of your complaint within 48hrs via your preferred communication method (email, phone call, or letter).

2. Investigation: Our complaints team will thoroughly investigate the matter, which may involve reviewing records, speaking with relevant staff members, and gathering additional information if necessary.

3. Resolution: We aim to resolve complaints promptly and fairly. Depending on the nature of the complaint, resolution may involve corrective actions, explanations, apologies, or other appropriate measures.

4. Communication: Throughout the process, we will keep you informed of the progress and any actions taken. We value transparent communication and will work to address your concerns effectively.

5. Feedback:  After resolving the complaint, we may seek your feedback to ensure that you are satisfied with the outcome and to identify any areas for improvement in our procedures or services.

Escalation

If you are not satisfied with the initial resolution or handling of your complaint, you have the right to escalate the matter. You can request a review by our management team or contact relevant regulatory bodies or ombudsman services if applicable.

Contact Us

If you have any questions about our Complaints Procedure or wish to raise a complaint, please contact us using the following details:

Email: contact@drsandra.co.uk
Phone: +44 7939554485
Address: 105 Wigmore Street, London W1U 1QY

We are committed to addressing your concerns promptly and ensuring that your experience with Dr. Sandra Mourad Clinics meets your expectations. Thank you for entrusting us with your dental care.