Complaints Procedure.
If something hasn't gone the way you expected, we want to know about it. Here's how to raise a concern, and what you can expect from us in response.
Last updated 14 July 2026
Our commitment
We aim to provide the highest standard of care to every patient, but we know things can occasionally go wrong. If you’re unhappy with any aspect of your treatment or experience with us, please tell us, as it gives us the chance to put things right, and to improve for future patients.
Raising a concern won’t affect the quality of care or service you receive from us in any way.
How to complain
There are two ways to raise a concern, depending on what feels right for your situation.
- 1
Talk to us first
Most concerns are sorted out quickly by speaking to a member of the team at the time, or calling the practice afterwards. Ask to speak to our Practice Manager, who oversees complaints.
- 2
Put it in writing
If you'd rather not raise it informally, or you're not satisfied after doing so, please put your complaint in writing (by email or letter) with as much detail as you can, including dates and who was involved.
What happens next
- 3
We look into it
We'll acknowledge your complaint promptly, look into what happened, and may want to discuss it with you directly to make sure we've understood everything correctly.
- 4
We respond
We'll write to you with the outcome of our investigation, including what we've found, any changes we're making as a result, and an apology where one is due.
We’ll acknowledge your complaint as quickly as we can, and keep you updated if a full response is going to take some time, for example if it involves reviewing detailed clinical notes.
If you’re not satisfied
We hope to resolve every complaint directly, but if you remain unhappy after our response, you have the right to take it further:
Dental Complaints Service
For complaints about private dental treatment, run by the General Dental Council. Visit dentalcomplaints.org.uk or call 020 8253 0800.
Care Quality Commission (CQC)
The CQC regulates the safety and quality of care at our practice. While they don’t resolve individual complaints, you can share concerns about care standards with them at cqc.org.uk.
General Dental Council (GDC)
The GDC regulates dental professionals in the UK. Concerns about a specific clinician’s fitness to practise can be raised with them at gdc-uk.org.
Contact us
You can reach The Implant & Cosmetic Smiles Clinic at team@icsmiles.co.uk or 01582 518 100, or write to us at 27 Bedford Square, Houghton Regis, Dunstable, LU5 5QS.
Come and say hello.
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- Address
- 27 Bedford Square, Houghton Regis, Dunstable, LU5 5QS
- Phone
- 01582 518 100
- team@icsmiles.co.uk
- Parking
- Free parking for 3 hours on-site, located next to the clinic.
Opening hours
- Monday
- 9am – 5pm
- Tuesday
- 9am – 5pm
- Wednesday
- 9am – 5pm
- Thursday
- 9am – 5pm
- Friday
- 9am – 3:30pm
- Saturday
- Closed
- Sunday
- Closed