Find us, ask a question or provide feedback
Contact us:
For general enquiries, please email info@dentalhearings.org or call 020 7167 6080.
For witness or registrant support, please email support@dentalhearings.org or call 020 7167 6068 or 020 7167 6080
Press and media related enquiries about a specific fitness to practise case should be directed to the General Dental Council’s Press Office and a member of their team will be happy to help.
How to make a service complaint
What is a complaint
If you feel that something is unsatisfactory or unacceptable about the service provided by the staff of the Dental Professionals Hearings Service.
What is not a complaint:
If you are unhappy with the outcome of your hearing, we recommend seeking independent legal advice on any route of appeal or action you can take. Some Practice Committee outcomes have an automatic right of appeal, information on which is included with the outcome letter.
Who are our service users?
Anyone who contacts the Dental Professionals Hearings Service.
Our aim
To resolve your complaint, quickly, fairly and confidentially.
Our Customer Service Complaints Manager
Michelle Williams acts as our Complaints Manager. The contact details are as follows:
Michelle Williams
Head of Dental Professionals Hearings Service and Dental Complaints Service
Dental Professionals Hearings Service
Avon House
Avonmore Road
West Kensington
London
W14 8TS
Email: info@dentalhearings.org
Our complaints procedure
- If you have a concern about the service you have received, you should write to, or e-mail the info box for the attention of the Complaints Manager with the full details.
- The DPHS will write to acknowledge your complaint. They may also ask you to confirm any aspect of your complaint which is unclear, and/or provide further details. This may be a telephone call to discuss your complaint in the first instance.
- They will send this acknowledgement within three working days of receiving your complaint.
- The DPHS will acknowledge any further information you provide at this stage and start to investigate your complaint.
- They will acknowledge any further information within five working days of receiving it.
Investigating your complaint will usually involve the following steps:
- The DPHS will attempt to resolve your concern or complaint through verbal conversations or other appropriate approaches to mediation.
- A full response will be sent to you within ten working days of receipt of your complaint. However, if additional information is requested, a full response will be sent to you within ten working days of receipt of this.
If you are still dissatisfied with the response to your complaint, the matter will be escalated to the General Dental Council under its Enquiries, Corporate Complaints and Priority Correspondence Policy. Send Enquiry (gdc-uk.org)
Find us:
Our in-person hearings are held at Avon House, Avonmore Road, West Kensington, London, W14 8TS. We also hold many hearings remotely via an online platform.
If you are attending an in-person hearing at Avon House and are using the public transport, the nearest London Underground stations are:
- West Kensington (District line trains to Ealing Broadway or Richmond) is the nearest tube station, just a 5-minute walk from Avon House.
- Earl’s Court is a 15-minute walk away, Kensington (Olympia) and Barons Court are both 10 minutes away, with access to the District, Overground, and Piccadilly lines.
The nearest national rail stations are:
- Southern Rail services from Olympia Station provide direct links to key destinations including Watford Junction, Clapham Junction, and East Croydon.
- Paddington Station is the nearest major rail hub, just 15 minutes away by tube.
Nearest bus stops are on West Kensington, served by multiple bus routes, including 1, 28, 284, 300, and H37, connecting the area to central London and surrounding neighbourhoods.
When you arrive at the venue
Upon arrival, you will reach a barrier in a gated entrance. There will be a security guard next to this. Please inform the guard of your name and that you are here for the Dental Professionals Hearings Service, and they will allow you access. We will provide them with a list of your names beforehand. You won’t need to provide ID.
Follow the cobblestoned road straight ahead, until you reach a doorway around the halfway point. There is an entrance on your left-hand side with a clear ‘Spaces’ sign.
Once inside, there is a reception by the entrance who can provide guidance on getting to the second floor. Otherwise, use the lift or climb the stairs to the second floor. The door to the right when you exit the lifts will be unlocked. There will be DPHS members of staff on the floor to greet you and we will provide you with a pass that will grant you access to your Committee room and the main hearings area for the week.
