City Smile

Alex Choysen

The best one

Hackney123 Sp

I am writing to make a formal complaint about the treatment and service I received city smile dental practice e84rp, which left me feeling dismissed, confused, and extremely anxious. In october , I contacted your practice because I was in severe pain from a tooth. The appointment I was given was quite far away, so I called NHS 111 and was referred to an emergency dentist. The emergency dentist was very honest and kind; they took an X-ray and explained that the tooth could be saved with a root canal. They advised that, because I am still young, it would be better to save the tooth rather than extract it. However, they also said that only my regular dentist could make the referral. I called City Smile again to explain what had happened and asked for an earlier appointment. I was given one, which I appreciated. However, when I attended, the dentist repeated the same X-ray the emergency dentist had already taken. I mentioned that the emergency dentist had advised a root canal, but the dentist responded in a frustrated tone, asking, “Who told you that?” She then advised that the tooth was difficult to treat because it was at the back and that it would be best to remove it. The appointment felt rushed, and I did not feel like my options were properly explained or considered. At previous check-ups with your practice, the dentist has always checked all of my teeth as part of a full-mouth examination. However, on this occasion , only one tooth was looked at — the same one already examined at the emergency appointment — even though I was charged the same fee as a full check-up a few days prior. After the appointment, I was told by reception that the extraction could be arranged for £75, but when I said I wanted some time to think about it, they said that was fine and that I had up to a month to decide. i left the practice they did not ask me about another payment. A few days later 31/10/2025, while I was at work, I received a phone call from a receptionist asking for payment. I explained that I would pay but wanted to understand what I was being charged for, as the appointment seemed identical to the emergency dentist’s. The receptionist became very difficult, speaking to me in a dismissive and condescending way, as if trying to assert authority rather than help. When I asked for her name so I could include it in this complaint, she refused to say it clearly before hanging up. She also told me that if I didn’t pay, I would be “blocked from all practices,” which I found intimidating and unnecessary she also stated that she will before hanging up. I have since paid, but I am still left feeling distressed and confused. The experience has affected my sleep and made me anxious about seeking further treatment. I also feel that my concerns were not treated seriously or with empathy. I would like to formally request: 1. A written explanation of exactly what I was charged for. 2. Confirmation that the behaviour of the receptionist will be investigated, including why she refused to identify herself properly. 3. A review of why I was only given a single-tooth check-up rather than the full examination I would normally receive for the same fee. 4. A copy of my treatment records and X-rays from that appointment. 5. A formal apology for the distress and lack of care I experienced. Thank you for taking the time to read this complaint i suffer from anxiety if you take a look at my records. I look forward to your written response within 10 working days, as recommended by the NHS complaints procedure --------- Cention Contact Center - Original message - End ---------

dijon dajee

Very mixed experiences here. Some dentists are great but the one I had said my teeth were fine for 5 years even though I was complaining about pain. Then one month after an appointment a tooth started to crumble so I changed dentists who found out that previous fillings had been expanding and fracturing the teeth around them. In the last 2 months I've been back 5 times to fix work that their colleague have overlooked and I still need to go back another 2 times, costing me over £600 to fix 3 fillings.

Violeta Ostrovski

Great clinic , great Service , very happy , Thank you to Dr L Mashensky , very recommended

George Kutateladze

everyone was amaizing.. their service was excellent, hygienist named “Roxana” was super nice and professional ! Thank you so much.

Robert Lee

Great experience in this place. Friendly and helpful staff, great service, and appointments have always been at the agreed time, so no excessive waiting around.

Anastasia D

I've been going to this dental practice for 7 years. Dr Shimon is the best - always professional, friendly, reliable, and fast! Prices are quite reasonable for London. The reception team is kind and always happy to help. Recommended!

Tony Dudley

Had a brilliant clean today mouth feels so clean can’t beat seeing the hygienist always makes you feel so much better a very professional clean always .

Rachel Hicks

I was recommended City Smile after being unhappy with my dentist in Clapton. I had 1st appointment today, a really positive experience. He spotted a couple of things which had been missed at previous dentist & also had a solution. Highly recommend.