Complaints procedure

Code of Practice for Patient Complaints

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

The person responsible for dealing with any complaint about the service which we provide Dr Zain Remy, Principal Dentist/Owner.

If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principal Dentist/Owner immediately. If the Principal Dentist/Owner is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist/Owner and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Principal Dentist/Owner. 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.

If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist/Owner, Dr Zain Remy.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.

We will seek to investigate the complaint within ten working days of receipt 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 them 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.

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

Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

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

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

4.6

Auckland Cosmetic Dental Clinic

4.6

George Davison

10:42 22 Nov 25

Excellent service which I would imagine cannot be bettered. Before the treatment I required everything was explained very simply to me with great clarity. I was treated by both the dentist and his assistant, who both took cognisance of my very poor hearing, with friendliness and courtesy. I am grateful to them. Many simple, but most sincere, thanks.

Brian Smith

09:48 30 Oct 25

Hi, I would very much like to recommend, Auckland Cosmetic Dental Clinic, without them my dental health would undoubtedly be in a very sorry state. I am a pensioner and most certainly would not have being able to afford the dental treatment that I have had over the last five or so months with ought their dental plan and spreading the cost. I would also add that the clinic staff are a cracking lot, very friendly and more than welcoming. Thankyou . Regards Brian

Logan Oxley

12:48 02 Oct 25

Following an incident which left me with a snapped tooth. Zain managed to fit me in quickly, get a temporary replacement and two very good veneers shortly after. Zain and his colleagues were extremely helpful and I would highly recommend his practice to anyone!

Lisa Robertson

15:31 01 Oct 25

My first visit to the practice was back in November 23 to start my journey to a new smile.Zain had been highly recommended so I went for a consultation where he explained what would be required to obtain the smile i wanted. I needed to have invisilign as the first stage so that composite bonding would be possible. He was always so lovely taking the time to explain everything, as I had a lot of questions. He made everything clear and precise missing none of the details I required. We have gone through a long journey and he has been there every step of the way. Finally in June I have my perfect smile thanks to Zain and my confidence back.Thanks Lisa

Marjorie

21:56 11 Sep 25

I had a misaligned tooth that had been close to the next tooth causing a food trap. This had been bothering me for years. I mentioned this to Dr Zain on a previous date. He said he would be able to do something about it and explained the process. I have had the procedure done and hopefully my problem has gone. Dr Zain is very professional with his work, he explained everything before, during and after the procedure. I have a lot of respect for Dr Zain and his assistant Natalie who knew exactly what they were doing. The other staff members are also very professional in their roles. They are very passionate, helpful, knowledgeable, very friendly and sometimes funny when they want to be people. I mean funny and friendly as they put you at ease, as most people don’t like going to the dentist. What I can’t get over is what they can do these days and the instruments they use. It is really really remarkable. Well done to Dr Zain and his wonderful staff.

Kathleen Bradford

15:00 29 Aug 25

Zan has done a beautiful front filling today, no pain very pleased. Love the map on the celling, felt very comfortable and relaxed. He replaced my treatment but did pressure me to do the treatment.

IIIDanTh3ManIII _

20:32 07 Aug 25

I had my first visit to Auckland Cosmetic Dental Clinic today and I’m so glad I chose this place. I’m quite a nervous patient, but from the very first contact, Emma (the practice manager) was amazing. She was so friendly, professional and supportive right through to the end of my appointment.I specifically chose this clinic because of Zain and the incredible awards and recognition he’s achieved – I really wanted a dentist with the best knowledge and experience in the North East, and he absolutely lived up to it. Zain was brilliant, so professional, calm, and really took the time to explain everything in detail. He made sure I understood all my options and never rushed anything.If you’re nervous like me or just want high end care, I can’t recommend this team enough. You genuinely feel like you’re in the best hands from start to finish.

Naomi Gehlen (Mrs G)

17:40 07 Aug 25

I am a very nervous patient. years of bad memories from childhood onwards.I was with the practice before it was taken over by Zain and Emma...after a bit of a traumatic procedure I was very tearful.Emma Powell (practice manager) took me to a separate room to speak to me. she was kind, professional and very helpful in bringing me out of my panic attack. she took the time to walk me through how I felt, what my expectations are and what's to come.I cannot thank Emma enough for her caring demeanor and attitude.she has also checked in with me regularly to update me for upcoming appointments, what to expect and working with me.she definitely has gone above and beyond to help me through.thank you Emma!

Elizabeth Lamb

14:33 19 Jun 25

I would like to commend this practice. I have a phobia of going to the dentists and all the staff help me get over my fears.Tarryn and Molly the hygienists put me totally at ease. My dentist, Tommy, explains everything clearly, giving options for treatment plans - not pressurising - just informed advice. I feel well looked after and reassured. The reception staff are supportive and very helpful. I can definitely recommend this practice.

Zoe Z

17:36 13 Jun 25

I recently moved to the area and as a very nervous patient, I always approach new dentists with trepidation. Tommy put me at my ease and explained everything that was going to happen. I had two appointments for treatment. Tommy was excellent and I would definitely recommend this practice.

Paul McCabe

10:46 09 Jun 25

After being with Auckland Dental Practice for a number of years, I was unsure whether to remain when they changed to Auckland Cosmetic Practice.However, after having treatment (emergency repair) with Tommy. I can say, I was impressed. I thought I'd give the young dentist a try, and he did not disappoint. His skills, exceed his years. He explained everything clearly and advised on options. Dental treatment is not cheap, but I can honestly say it was worth it.I wish Tommy every success and hope he stays with the practice.

Jessica Stephenson

08:17 04 Jun 25

Couldn’t recommend this dentist practice enough, as a very anxious person whose had a phobia of the dentist, cried on their first appointment and had to take someone with me, I now go alone to every appointment and haven’t shed a tear since. All staff are so welcoming, it’s such a comfortable environment to be in and never overwhelming, everything is gone through step by step which helps to prepare for the next stage. The progress I have made from start to finish is incredible, the money I have spent will be absolutely worth it at the end of my treatments (In my opinion)

carla clarke

15:54 20 May 25

Went to the clinic after I cracked my tooth and my NHS dentist said she would probably remove it. She couldn't do this for 10 weeks. I was seen at ACDC the same day. Within 2 weeks I had my filling removed and a white filling in its place.Dr Remy was fantastic. He explained everything and was very professional. He used a rubber dam to isolate the tooth. This stopped the swallowing feeling that you get. This procedure and the skills of Dr Remy made the experience almost pleasurable! I returned the following week to have 2 more very old fillings, with cracked teeth, replaced.I would recommend this dental practice from first contact to finishing the treatment.

janet lincoln

15:27 02 Apr 25

Having been a patient of the original dentist on this site for 20plus years I was slightly anxious about being treated by a new dentist. Despite his young years Zahn shows a real maturity around how to make his patients feel happy and at ease with the procedures he carries out.He presents a professional image and a reassuring manner in the way he explains how the app will go. . I was encouraged to indicate if at any time I was uncomfortable and we could pause for a moment.I had an old amalgam filling replaced with a new white filling. I am absolutely delighted with the result and can honestly say it was the most relaxing 45 minutes of my week. I would not hesitate to recommend the practice.

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