Feedback

All feedback is important to us, both good and bad. Our 6 core principles to complaint handling are:

  1. All of your feedback is important to us.
  2. We want to make it easy for you to raise a concern or complain, if you need to.
  3. We follow a complaints procedure and keep you informed.
  4. We will try to answer all your questions and any concerns you raise.
  5. We want you to have a positive experience of making a complaint.
  6. Your feedback helps us to improve our service.
 
You can download a copy of our Complaints Code of Practice here.
 

Complaints Policy

Step 1 - Talk To Us

  • Should you be dissatisfied with any aspect of your care or treatment then please let us know. Both Mark and Edward Coppen are the appointed complaints managers. If a complaint is about any aspect of clinical care or associated fees it will normally be referred to the treating dentist, unless the patient does not want this to happen.
  • If you make a complaint in writing or email this will be acknowledged within 3 working days and a copy of the practice complaints policy will be included. Once acknowledged, your complaint will be investigated with any relevant team members. A response will be provided within 10 days. However, should this timeframe be unachievable a holding letter will be sent instead and a new response date will be provided.
  • If you instead make a complaint in person or via the telephone this will be immediately acknowledged, the practice managers will be informed and a copy of the practice complaints policy made available.
  • Ideally our investigation into your complaint and any relevant actions taken will be satisfactory to resolve the matter. However, should your complaint not be resolved please consider Step 2 below.

Step 2 - Independent Review

Private

Complaints relating to private dental care should be directed to the dental complaints service (DCS) via:

  • Post: Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
  • Tel: 020 8253 0800
  • Website: https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients

NHS

Complaints relating to NHS dental care should be directed to the South East Complaints Hub via:

  • Post: NHS Sussex Complaints Team, NHS Sussex, Sackville House, Brooks Close, Lewes, BN7 2FZ
  • Tel: 0300 140 9854
  • Email: [email protected]
 

Step 3 - General Dental Council

Should step 1 or step 2 not adequately resolve the issue you may with to contact The General Dental Council for more advice
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
  • Tel: 020 7887 3800
  • Email: [email protected]

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The Practice

Photo of the practice from the road
Photo of hygiene room
Photo of Downstairs Waiting Room
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Photo of Upstairs Waiting Room

What Others Say

5.0
Based on 88 reviews
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Dany Jones
22:19 06 Mar 25
The dentist was great with my child. They explained everything that they were about to do in a language he could understand, and answered all of his questions to put him at ease.
jimg
17:43 27 Feb 25
great dentist, been going there for many years always excellent and very friendly highly recommended! Good luck to Ria running the London Marathon for Children with Cancer!
Tim Richards
15:47 14 Feb 25
Needed to get my 90 year old mother an emergency appointment, and they fitted us in next day. Staff were super helpful given her poor mobility and Rachael was great with her, lots of patience and clear explanations. Highly recommended, professional and friendly.
Annabel Underwood
14:59 29 Jan 25
Anna is truly the best Hygenist I have been to - she has an amazing “bedside manner”, and is really compassionate and caring to her patients. She is thorough, whilst still somehow gentle and empathetic at the same time. Just what an anxious patient needs!
Naomi
16:06 27 Jan 25
Just had a great experience at St. Oswalds with Ed and Jo. He explained everything really clearly and was very kind, professional and understanding. My teeth were quite broken after a fall and they look good as new! Thank you for being able to see me so promptly and doing such a great job!
Gary Bird
15:50 20 Jan 25
Great bunch of staff
Libby Powell
10:56 07 Jan 25
Rachael and Jo and the reception team were incredible on my recent visit! I don’t understand how people can be scared of dentists after the quality, thorough care I have received! Very happy :)
jason snow
13:59 06 Jan 25
The care given by Dr Rachael Slocombe and Jo was outstanding, as was the dedication of Jeanne to meet my required dates for further treatment. As a very nervous and long time absent patient I am very happy to recommend this dentist to anyone who has put off their dental care due to fear or anxiety - I'm so grateful to be receiving the care I need and am comfortable with.
G Milner
19:24 31 Dec 24
I have just completed my Invisalign treatment with Ria - ably assisted by her nurse Liv - and am absolutely delighted with the results; better than I had dared hope!Throughout the whole process Ria has been beyond helpful and gone out of her way to explain all of the steps and keep costs down, where possible.She has been my dentist for over two years now and is always very thorough in her work and it shows in the results. Thanks to her and the whole St Oswald's Team.
Woppy Keeling
17:16 23 Dec 24
Ed is a great dentist, very friendly and kind. He makes you feel very comfortable and gives you lots of time to ask questions. As I have discovered for myself he now provides retainers at a very reasonable price. I would highly recommend St Oswald.
Kim Laurent
17:31 18 Dec 24
Very patient brilliant dentist.
Sam St Clair-Ford
12:59 18 Dec 24
Tracy Dreckmann
12:23 13 Dec 24
After not visiting the dentist since COVID was very nervous attending my appointment but i had nothing to worry about Ria was truly amazing made me feel so relaxed & comfortable. Even went out of her way to take my tooth out a week earlier than planned due to getting unexpected pain.Cannot recommend Ria & the lovely staff that assisted on both my appointments Olivia & Jodie. Massive Thank You.
Kirsty Soffietto
18:06 06 Dec 24
As a family we have always had such a good experience with Anne at St Oswalds and she is particularly great with our three young children. I phoned this evening about 25 minutes before they closed as my daughter had a problem with her tooth/gum and they fitted her in at 5pm, even though they close at that time. Dr Mark Coppen saw her and was excellent. He sorted the problem in 10 minutes and didn't charge us for his time. Thank you so much, we really appreciate such an amazing service and have a very happy six year old this evening!
Pru Madeley
18:07 29 Nov 24
I recently had root canal treatment carried out with excellent, professional efficiency, by the lovely Ria and her very able dental nurse. A great team at a very welcoming dental surgery.
Amanda Diamond
12:54 29 Nov 24
Excellent and efficient as always. Ria was fabulous
[email protected] williamson
20:35 25 Nov 24
Fantastic team !, I had fillings done by Mark and his lovely nurse Emily today. They made me feel so relaxed and at ease. Thank you for doing such a great job!.Louise.
nm hall
21:09 21 Nov 24
The care shown by Dr Ria and Liv to my disabled mother was outstanding - they were attentive, helpful, and kind. They escorted her down the stairs while I went to bring the car out front as she was feeling dizzy, then carefully walked her across the street to my waiting car. Absolutely exceptional dentistry for sure, but equally as brilliant people. Thank you! We are lucky to have you in the area :)
Chloe Newnham
14:47 19 Nov 24
Ria has been absolutely brilliant with me and my children. She has gone over and above to ensure my son received the treatment he needed which has been a huge relief. I am very glad we found her and wouldn't hesitate to recommend
Elizabeth-Anne Faint
16:09 14 Nov 24
As a "none patient" I am in awe at the friendly and empathetic reception I received by the lady who answered the phone. In no time I had an appointment and by the end of the following day my tooth had been attended to in the most professional and friendly way possible.I cannot sing their praises highly enough.
Michelle Northover
13:45 08 Nov 24
I've recently completed a course of treatments with Anne and Her assistant Jodie. After years of having a huge phobia of dentists can I just say How absolutely fantastic they have been at calming my nerves, being gentle and understanding, explaining the treatments and the positives, totally restoring my faith in their hands. The receptionists too are always friendly and helpful. Thank you once again for a very professional and kind service.
Sophie Price
09:31 02 Oct 24
Always so nervous going to the dentist, however Ria and Liv couldn’t have made me feel anymore at ease throughout my appointment. Very professional and informative! Thank you both 😃
Stewart Conley-Harper
17:06 30 Aug 24
Having previously had a horrendous experience at my last dentist in Windsor, I have to admit to having not gone to a dentist for nearly 10 years (yes, I know!), and I have not really been able to use the left side of my mouth for quite some time, either!I went into St Oswald’s this week in a lot of pain and saw Rachael very quickly, then had a lengthy procedure with Ria a few days later, to investigate. Was given meds to calm me down and the whole experience was amazing. Completely pain free. Ria was so calm and talked me through it as she went; thanks to Jo too, who was also really great.I have to go back a few times in the next few months to get the work finished, but I am much less nervous about this.24 hours after and I am still completely pain free - in fact I had completely forgotten what having a pain-free mouth feels like! Thanks to them all. A great surgery.
Ann Clarke
16:50 28 Aug 24
Thank you to my dentist Rachel and the team at St Oswald’s for looking after me and my dental issue at such a difficult time. You were all so lovely, accommodating and very professional. Thank you so much.
Laura Toke
15:59 14 Aug 24
Ed my dentist and Anna my hygienist were fantastic. They made me feel so welcome , helped me with my issues and had such a warm manner. Reception staff also lovely. I Thoroughly recommend this dentist practice.
Connie Sturgess
09:37 02 Jul 24
Received treatment for straightening my teeth with Invisalign and some composite bonding to fill in and shape my teeth at the front. Really happy with the results. Ed is a great communicator and listener. He understood what I wanted to achieve, especially with the reshaping of my teeth at the front, which look straight and white yet also have a natural shape and look to them now.
Tilz28 __
16:03 26 Jun 24
very good service got to listen to music that i picked out would reccomend
Mark Wills
19:07 21 Jun 24
Really good. Polite friendly and very professional.The best dentist I have ever visited. Definitely recommend
David Little
17:47 20 Jun 24
Excellent dentistry from Mark Coppen as always.
Graham Tutt
10:03 20 Jun 24
At the age of 75 years I've attended this dentist for 32 years. Their work is FIRST CLASS and I would never change them. Sometimes leading up to my holiday I have had a problem which they have always managed to fix in time and to the highest standard. I cannot fault them.
DAVID WHITBY
19:48 14 Jun 24
I have been with this practice and Mark in particular for 38 years, great service, the best care and dare I say almost a pleasure to visit the dentist.
Simon Collingham
15:44 11 Jun 24
The VERY best Dental Hygienist! What can I say, Anna is amazing, her care and professionalism actually makes going to the hygienist pleasurable, well done and thanks!
Lucy Field
08:01 11 Jun 24
My family and I have been patients at St Oswald’s Dental Surgery for nearly 40 years. We have always found the professionalism, care and friendliness of the practice to be outstanding. We hope to be patients for many more years to come.
Karen Meyer
09:03 26 May 24
Anne Steele has been looking after my dental health for over 10 years. She is extremely knowledgeable, helping me through head and neck surgery and driving the very best outcomes for me in the following years. She puts me totally at ease and takes a personal interest in my well-being making my visits a pleasure. The Invisalign she fitted has not only improved the look of my teeth but has significantly improved my ability to chew and bite.I find all the staff very welcoming and the atmosphere is warm, friendly and efficient. I highly recommend St Oswalds.
Kate Powell
18:11 02 May 24
Amazing patient and dental care! St. Oswalds go above and beyond. I phoned at 5pm to see if they could recommend an emergency dentist as my daughter was very distressed by a tooth that would not come out and I was told to come straight in and they would see her. Really impressed and very appreciative - thank you!!
Robert Paterson
06:56 17 Apr 24
I needed some urgent treatment and was seen very quickly by Alicia Wimpory who was excellent. Her calm and friendly manner put me immediately at ease and I trusted her completely. I had not been to a dentist for over 5 years but I shall use St Oswald’s services regularly, from now.
Thomas Wilkins
16:51 23 Feb 24
Percy Phelps
10:56 30 Jan 24
Shreena
20:50 20 Dec 23
My husband was in pain for 4 weeks and attended a dentist near our home in Oxford who advised he required two extractions and they wouldn’t be able to see him until the new year. I was recommended Dr Ria Mathew who was able to see my husband within the week, and instantly advised that only the upper right tooth needs to be extracted and performed the extraction during the appointment. My husband saw Ria last Friday (having driven from Oxford to Midhurst) and he has since recovered fully and is in no further pain. We cannot thank Ria enough for seeing him so quickly and being able to identify the issue and taking the necessary action during the appointment! We would highly recommend going to St Oswald Dental Surgery, everyone made my husband feel at ease and it would be a no brainer to go back, regardless of the journey time.Thank you again RiaRishi & Shreena
Gary Waite
17:59 13 Dec 23
I would not hesitate to recommend this dental practiceHaving been to many so called dental practices in the Haslemere area St Oswalds is a breath of fresh airEd and his team are honest caring and professionalWith minimal discomfort 90 minutes in his chair was a breezeThank you St Odswalds
Amanda Robey
21:33 16 Nov 23
Fantastic experience! Thank you so much Anne and Jodie for making me feel so comfortable and at ease. This was the first time I have had a filling in years and I slightly nervous. I felt absolutely nothing, it was actually rather relaxing. I would highly recommend Anne to any patients, she is incredibly calm, kind, caring and gentle.
Thomas Warren
08:10 03 Nov 23
Always very friendly and professional, and great value for money compared to other local dentists
Tori Beesley
09:14 20 Oct 23
First experience at the dentist for our two year old and what a great success! Massive thanks to Liv & Ria for making her so calm and feeling at ease with the whole process - she's looking forward to seeing you both again next time! Thank you.
Charlie Cousin
15:28 18 Oct 23
My previous Dentist was amazing, I married him but he has now retired! St Oswolds was recommended to me and although not local it was the best decision to place my dental care in their capable hands. My current course of treatment has proved to be complex, challenging and extensive. I am incredibly impressed by the treatment I have recieved from both Mark and Ed.They go to great lengths to put me at ease, to explain procedures and my various options. The treatment carried out to date has proved highly effective and the best part is that it was completely pain free. I cant recommend them and thier team highly enough.
Dean Wallis
10:36 12 Oct 23
I would definitely recommend St. Oswalds. As a new patient I was seen within 3 hours and within 24 hours they had completed all the work required to resolve the issue.Ria & team were very friendly, professional and reassuring.
Shirley Manning
17:11 11 Oct 23
I am an extremely nervous patient but Ria and her wonderful dental nurse have helped me overcome my fear. They immediately put me at ease and took time to explain every step of the treatment. I would highly recommend Ria and St Oswalds dental practice.
Valerie Tapley
21:43 05 Oct 23
Very friendly dental practice. Excellent service from Ria and Liv. Their calm friendly approach make a visit to the dentist almost enjoyable!
Kate Hanrahan
18:29 04 Oct 23
Fantastic friendly treatment,I would highly recommend the practice to anybody!
A G
16:05 04 Oct 23
Despite a very difficult extraction... it was managed with good humour & support by Ria & Liv - brilliant - huge thanks!
alisonandneil thorpe
13:03 28 Sep 23
I have been a patient at St Oswald's for nearly 30 yrs and as a very nervous patient, I would not go anywhere else. All the staff are friendly and professional and make the experience as painless as possible. The atmosphere is very relaxed and you can even choose you own music to listen to! Can’t recommend them highly enough.
Chris Tayler
16:37 26 Sep 23
Ed Coppen has made me a fantastic denture, and has helped me resolve several problems. He is the most patient and careful dentist you could wish for! He has also been most helpful with my wife who has several dental difficulties since Radiotherapy. Thank you Ed!
Safia Minney
20:00 25 Sep 23
Really poor experience due to miscommunication between St. Oswalds and their dental partners left me feeling blamed for it, months lost unable to complete treatment after two molars were extracted, out of pocket and trust broken. A great shame that they didn't take more care when things went wrong and/ or offer some financial compensation to rebuild trust.
Beatrice O'Connell
19:08 14 Sep 23
My 10 year old son needed a filling and the dentist Mark and his assistant were fantastic. Kind sympathetic professional and I would thoroughly recommend them.
Darina Gyoriova
09:25 13 Sep 23
I have been coming here for over 15 years,the staff here is very helpful and friendly. Also now I am Coming here with my two boys for checkup and they always looking for to see Mark and talk to him. They always have many questions which are always answered. I am living over an hour away now but I don’t mind the driving when I know that I am coming to visit the best dentist who always care for his patients.Thank you Mark 😊
Charlie Goldsmith
09:09 27 Jul 23
Martin Greenslade
19:01 22 Jul 23
Had an excellent appointment with Anne and Jodie, wonderful people and great at their job.Had no pain at all was all very smooth and perfect would recommend to anyone 100 percent.
Christine Fulcher
12:10 14 Jul 23
Very friendly staff, happy atmosphere and excellent quality dentistry
Daniela Diaconu
13:42 13 Jul 23
I was a new patient, and EVERYONE in the office was so professional. .The entire office was very up-to-date with modern equipment and it has such a pleasant environment. I had a great experience and will be coming back regularly. One of the best!!Many thanks, Dr. Edward Coppen
erin o leary
15:02 07 Jul 23
A really good experience. I wanted teeth whitening done and found the whole process was straightforward and easily done.Everything was explained to me at length and I’m very grateful to the St Oswald’s team especially Rachael and Jo.Thank you!
Alessandra Keefe
19:42 29 Jun 23
The staff at St Oswalds are fantastic. Mark's incredibly busy schedule meant that I couldn't get an appointment with him to replace my broken filling for a couple of months. When I called a few weeks later in agony, the staff gave up their lunch break to fit me in to sort it out. We also use St Oswalds for our two children and they take great care with our youngest son who is disabled and requires a more gentle approach. Couldn't recommend highly enough and I would never go to another dentist now!
Andrew Lyons
07:51 12 Jun 23
Mark is the best dentist I know! Technically he is superb and can accomplish endodontics better than any so called specialists. He also had incredible patience dealing with my very aged mother in law. Ed has also treated me brilliantly so it must run in the genes. You will not find a better practice in the South East and won’t get ripped off with stupid West End Prices!!!
Shane Thomas
17:23 08 Jun 23
I have had a great and relieving experience at St Oswald’s Dental Surgery today. Dr Ria Mathew and Dental nurse Liv were very professional and comforting as I experienced my first dental extraction. It was over before I knew it, their comforting words and presence was unmatched to any previous dental experience. Highly recommend their services and professional dental care.
Natalia Siciarska
18:32 23 Apr 23
Excellent dental practice. Staff was polite and very professional. Due to my dental anxiety I was a bit worried about coming to the dentist, however they made me feel supported and relaxed. The treatment was explained clearly and all my questions were answered. Highly recommended.
Brian Young
07:41 25 Mar 23
A great dental practice and a fantastic service. The new dentist and nurse I use are awesome!
Ann H
14:35 21 Mar 23
I've had so many bad dental experiences in my lifetime - Ed has been a revelation! Thank you so much, I'm very grateful for all the care you took with a very anxious patient. I will certainly be back, for whatever treatment is necessary. Definitely 5 stars!
Lizzie Turner
16:21 23 Dec 22
Wonderful, friendly and warm practice, steeped in history. 5 star service from Alicia and Jodie, highly professional and efficient - Highly recommended!
Julie Chiverton
13:49 25 Nov 22
Our grateful thanks to St Oswald's Dental Practice in Midhurst.Absolutely first class service for both myself and my husband.Highly recommended.
Jessica Humphry
12:02 26 Oct 22
A true family dental practice that I would highly recommend. The service is beyond excellent and the team go above and beyond to create a comfortable and even joyful environment. Thank you St Oswald's from a very grateful, long term customer!
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