Late Arrivals

Whilst every effort is made to see all patients, our practice runs to a very tight schedule. If you arrive late for your allocated time, it will be regarded as a missed appointment and marked as a missed appointment.

Late Cancellations

You should provide us with as much notice as possible if you have to change or cancel an appointment. We require whenever possible at least 48 hours notice. This enables us to reschedule our list and perhaps see someone in need of emergency treatment or urgent care. If an appointment is cancelled with less than the required 48 hours notice it will be marked as a late cancellation. Failure to give adequate notice or attend an appointment will attract a fee based on £2.25 per minute of the appointment time.

Missed Appointments

Please remember that we have reserved appointment times especially for you. Therefore, we request at least 48 hours notice in order to reschedule your appointment. Failure to give adequate notice or attend an appointment will attract a fee based on £2.25 per minute of the appointment time.

If, for any reason, you miss an appointment we may contact you by phone or letter to arrange a new one.  However, it is the responsibility of the patient to ensure a new appointment is arranged.

Complaints Procedure

We hope that we will always provide care that meets and hopefully exceeds your expectations but if you feel that something was not not right, you have the opportunity to bring this to our attention so that we can address and rectify it as quickly as possible.

At Marsh Lane Dental we take complaints very seriously 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.

If you have any concerns or a complaint about any aspect of our service please ask to speak to Mr. Kunj Shah.

Alternatively you may put it in writing addressed to:

Mr. Kunj Shah
95 Marsh Lane

Telephone: 020 4538 5830

Email: kunj @

If you are unhappy with the response you receive from us you should contact the Dental Complaints Service:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road

Telephone: 020 8253 0800

Email: info @


You can also get support with making a complaint from:

Independent Complaints Advocacy Service (ICAS)

Telephone: 0845 337 3059

Get in touch to book an appointment