Complaints Procedure

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem

Complaints should be addressed to the Practice Manager – Complaints Manager, or Dr Nikhil Sethi – Deputy Complaints Manager. You may ask for an appointment with her in order to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What shall we do:

We shall acknowledge your complaint within 3 working days and aim to look into your complaint within 14 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong;
  • Make it possible for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

Complaining to the NHS England

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the NHS England if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.

Should you wish to make a direct complaint to NHS England please contact:

NHS England Customer Support Centre,
PO Box 16738,
B97 9PT,
Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Parliamentary & Health Service Ombudsman
Millbank Tower
Telephone: 0345 015 4033

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Telephone: 020 8253 0800 (Monday – Friday 9am – 5pm)

General Dental Council 
37 Wimpole Street
Telephone: 0845 222 4141 or 020 7887 3800

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The Highest Quality

It’s not just our patients who realise our distinction. We also have recognition from a number of awarding bodies.


Dave Cook
Dave Cook
Elaine is an excellent dentist, great orthodontist. Is caring and attentive.
Rosalind Rowe
Rosalind Rowe
The team at Square Mile Dental Centre are outstanding. Under Dr. Sanjay and Dr. Nikhil Sethi's excellent care, my gum condition is now greatly improved and my confidence has returned. Dr Elaine Mo and Dental Nurse, Shazna Begum have provided highly skilled, encouraging and patient support with teeth straightening using invisalign. I can't recommend this team highly enough.
Andrew Blair
Andrew Blair
As always, superb service at Square Mile. Everyone puts you at ease, and the treatment is first class. Thank you!
Ieva Zu
Ieva Zu
Always top level service
Sahana Shetty
Sahana Shetty
I had a great experience with Dr Ankeet Shah, Hygienist Lana and the reception staff. Everyone was friendly and the quality of service was really high.
Ian Bailey
Ian Bailey
Dental treatment and care delivered by a team exuding professionalism.
Tarlton Parsons
Tarlton Parsons
My wife and I have been patients of Dr Sanjay Sethi at Square Mile Dentist for several years and can't recommend him and his practice highly enough. Their work is excellent, the always friendly and helpful and the overall value they provide is exceptional.
Meaghan Martin
Meaghan Martin
Fantastic dental office. Clean, efficient and super helpful. Was very thankful for their help with an emergency veneer repair!! Highly recommend. Thanks Dr Ankeet!
Autistic Cabbage Savage
Autistic Cabbage Savage
good staff and good people take care of you all the way. Shoot out to Lucy and Akee (sry for incorrect name)
Anthony Howard
Anthony Howard
Fantastic dentistry. Been going for for years with anything from standard dental hygiene to major restorative dental work with results always of the highest standard. The team are all at the top of their game. They are always transparent and ensure any treatments plans are the most appropriate. I would highly recommend to anyone.

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