Abandoned treatment plan, misleading communication, and ignored complaints
I attended Dental by Design in Hammersmith for an agreed treatment plan in May 2026. The plan was confirmed in writing and handled by staff who were fully familiar with my case.
On 16 July, I submitted a detailed complaint after discovering — without any warning — that the agreed treatment plan had been abandoned. At my appointment on 15 July, the surgeon refused to acknowledge the original plan and attempted to divert me to a significantly more expensive alternative. No explanation was given for the disappearance of the staff who had handled my case, and no referral was offered to a colleague who performs the agreed procedure.
On 18 July, I received a reply from the clinic manager. Unfortunately, it did not address any of the issues I raised. Instead, it avoided the facts entirely and offered only general apologies without answering a single point.
On 26 July, I wrote again, requesting a point‑by‑point response and clarification. This second letter was completely ignored. No explanation was provided for the abandoned plan, the missing staff, the contradictory statements, or the two‑month delay that has now made timely treatment impossible.
Because of this delay, I am now unable to obtain essential implant treatment before travelling abroad in mid‑October — despite having acted promptly and in good faith.
This experience has caused distress, inconvenience, and a serious practical problem. I am now escalating the matter to the appropriate regulatory bodies.