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.

  1. The person responsible for dealing with any complaint about the service which we provide Dr Pooja Pillay, Practice Principal.
  2. 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 Practice Principal immediately. If the Practice Principal is not available at the time, then the patient will be informed when they will be able to talk to the Practice Principal 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 Practice Principal. 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.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Principal, Dr Pooja Pillay.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. 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.
  9. 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, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

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

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Testimonials

“Fantastic dentist and great customer care.”

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Felipe - Google Review

“Both Charlotte and Dr Pooja were very kind and professional and put me at...”

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Kerry - Google Review

“Seamless Invisalign experience, highly recommend Dr Lily. Thank you, delighted with the results!”

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Ask - Google Review

“Practice is modern and clean. I saw Pooja for a hygiene visit, Pooja is...”

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S P - Google Review

“I highly recommend this clinic! The staff is so polite and caring. Lili is...”

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Jie - Google Review

“Saw Dr Yushmee for scale and polish. Extremely clear explanations and took time to...”

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David I - Google Review

“My favourite dental practice ! Always feel well looked after, Caring and professional dental...”

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Melissa - Google Review

“Took my 2 year old for her first dentist apt with Dr lily and...”

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Sara - Google Review

“Fantastic service from Pooja and her team. I had a thorough check up and...”

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Adnan H - Google Review

“I had a routine check up and a polish. Dr. Pillay was friendly and...”

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Nayoung K - Google Review

“Great service, I went for two fillings and it was a great service from...”

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Warren A - Google Review

“Dr Pooja is a dentist I’d follow anywhere. She’s extremely good at making sure...”

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Tamika - Google Review

“I went there for check up and polish. Great service and spacious clinic! Dr....”

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Paul L - Google Review

“I’m a nervous patient and have been looking for a good dentist and hygienist...”

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Sam - Google Review

“Very reassuring, professional and thorough team. Dr Yushmee talked me through every stage of...”

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Sofie - Google Review

“A great dental experience as always at the Practice. High standards in care and...”

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J - Google Review

“I couldn’t recommend this dental practice more highly. Every member of the team is...”

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Harry - Google Review

“The BEST dental experience of my entire life. I had a hygiene appointment with...”

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Emily - Google Review

“I’ve had check-ups, general dentistry and cosmetic teeth whitening with Pooja and the team...”

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Rachel - Google Review

“The ladies at reception are absolutely amazing. They’re always so friendly, welcoming and helpful,...”

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Weronika - Google Review

“My experience at the practice was fantastic! I don’t often write reviews but felt...”

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David - Google Review

“I had a lovely experience at Wimbledon Dental Wellness. The whole team were very...”

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Deepa P - Google Review

“I recently had a dental check up and hygiene appointment with Dr Yushmee. I...”

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Dr Nirusa K - Google Review

“The best dental experience I have ever had! The team were warm and welcoming....”

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Aakarsh P - Google Review

“Thank you for being so mindful of my needs as an emergency patient. I...”

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Miaw M - Google Review

“I’m so glad I found Dr Lily, she’s very thorough, and kind, and has...”

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Giorgina G - Google Review

“Such an amazing service since the first time I came here. Have had 2...”

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Pardeep J - Google Review

“I chose this dental practice because it is close to my work so I...”

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Krishna D - Google Review

“I came to the practice as an emergency appointment and my prognosis pointed towards...”

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Julia M - Google Review

“Amazing service, for both checkups and hygiene appointments. Everyone is very lovely and welcoming...”

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Tanja R - Google Review

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  • location
    5-7 Wimbledon Bridge
  • Wimbledon
  • SW19 7NH

Wimbledon Dental Wellness I Dentist Wimbledon

5.0 359 reviews

  • The ladies at reception are absolutely amazing. They’re always so friendly, welcoming and helpful, and they always do their best to book my appointments at times that work around my schedule. I really appreciate that they open from 8am, as it means I can have… Read more

    The ladies at reception are absolutely amazing. They’re always so friendly, welcoming and helpful, and they always do their best to book my appointments at times that work around my schedule. I really appreciate that they open from 8am, as it means I can have my appointments before work without taking time off.

    I also had Invisalign done with Dr Lily, and I couldn’t be happier with the results. She was incredibly kind, professional and supportive throughout the whole process. Thanks to her, I genuinely want to smile again 😊

    A fantastic team, convenient location, great opening hours, and outstanding care. I would highly recommend this practice to anyone looking for a dentist!

  • I was treated for an emergency root canal by Dr Lily, I was incredibly nervous and she was so kind and sweet, she made sure the procedure was painless and made me feel comfortable throughout the whole procedure. She was always available if I had any questions… Read more

    I was treated for an emergency root canal by Dr Lily, I was incredibly nervous and she was so kind and sweet, she made sure the procedure was painless and made me feel comfortable throughout the whole procedure. She was always available if I had any questions or needed any more medication which I appreciate so much as the pain before the root canal was 11/10! The receptionists are also incredibly lovely and always make the effort to make going to the dentist a nice time!

  • Really lovely surgery, staff were all very friendly and helpful. My hygiene appointment with Hafsa was a really positive experience - Hafsa was patient, approachable, and gentle whilst giving my teeth a well needed clean. Hafsa supported me with my ongoing… Read more

    Really lovely surgery, staff were all very friendly and helpful. My hygiene appointment with Hafsa was a really positive experience - Hafsa was patient, approachable, and gentle whilst giving my teeth a well needed clean. Hafsa supported me with my ongoing treatment plan and gave me really good advice for looking after my teeth at home between visits.

  • I’ve been going to Wimbledon Dental Wellness for a couple of years now, and I honestly can’t recommend them highly enough. From the moment you walk in, you’re greeted with such a warm, friendly atmosphere—everyone is smiley, kind, and genuinely welcoming… Read more

    I’ve been going to Wimbledon Dental Wellness for a couple of years now, and I honestly can’t recommend them highly enough. From the moment you walk in, you’re greeted with such a warm, friendly atmosphere—everyone is smiley, kind, and genuinely welcoming, which instantly puts you at ease.

    Every single member of the team I’ve encountered has been incredibly caring and professional. The hygienists are all wonderful, attentive, and thorough, always making sure you feel comfortable and looked after.

    A very special mention has to go to Dr. Pooja Pillay —she is beyond amazing. Truly exceptional. She has completely transformed and saved my teeth, and I’m so grateful for her expertise, care, and dedication. You can tell she genuinely cares about her patients and goes above and beyond every time.

    Wimbledon Dental Wellness is an absolutely fantastic place for dental treatment. If you’re looking for a practice where you’ll be treated with kindness, professionalism, and outstanding care, I would wholeheartedly recommend them.

  • Took my 2 year old for her first dentist apt with dr lily and she was amazing. Please was clean and very comfortable. And dr lily was great with my daughter. Would definitely recommend.

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