Complaints procedure

Our commitment to you

Growth and Airway takes any concern about your care seriously. We see feedback and complaints as an opportunity to improve. Raising a concern will never affect the quality of the care you receive from us, and it costs you nothing to do so.

This procedure explains how to tell us if you are unhappy about any part of your treatment or experience, what we will do in response, and the independent services available to you if we are unable to resolve things together.

How to raise a concern or make a complaint

You can raise a concern in whatever way is easiest for you. You do not need to put it in writing, although you are welcome to if you prefer.

Please contact our complaints lead, Dr Biju Krishnan:

• In person, by speaking to any member of the team during your visit
• By telephone on 020 3838 0866
• By email at [email protected]
• In writing to: Growth and Airway, Until Marylebone, 1 Orchard Street, London W1H 6HJ

If your complaint is about the treatment you received, it is helpful if you can raise it as soon as possible after the event, as this makes it easier for us to establish what happened.

What will happen next

1. We will acknowledge your complaint within two working days. We will let you know who is handling it and what to expect.
2. We will look into it carefully. This may involve speaking with the team members concerned and reviewing your clinical records. Where it would help, we will offer to meet or speak with you to make sure we have understood your concerns fully.
3. We aim to give you a full response within ten working days. If the matter is complex and we need longer, we will explain why and agree a revised timescale with you, keeping you updated regularly (at least every ten working days) until it is resolved.
4. We will respond to every point you have raised, set out what we have found, and explain what we will do as a result.

We keep a confidential written record of all complaints and our responses, held separately from your clinical notes and used to help us improve our service. We will treat your complaint in confidence and in line with our privacy policy.

If you are not satisfied with our response

We hope to resolve any concern directly with you. If you are not happy with the outcome, you can ask the appropriate independent body to look at your complaint.

This complaints procedure was last reviewed in June 2026. Dr Biju Krishnan BDS FICD FCGDent FRSM, GDC number 69548.