Dear Noel,
Thank you for your feedback. While we welcome all patient reviews — positive or critical — we feel it’s important to provide some clarity and correct a few unfortunate misconceptions in your account.
To begin with, we’re sorry you feel dissatisfied, but it's worth noting that you were seen as part of a pre-arranged treatment planning consultation following your decision to pursue implant surgery with one of our surgeons. You were not misled; your appointment confirmation clearly outlined that the CT scan and intraoral scans were not part of a "free consultation," but rather essential diagnostic tools required prior to providing a treatment plan from Dr Sunil.
Just to explain — since that seems to be necessary — the CT scan assesses bone levels and implant suitability, while the intraoral scans or impressions are needed to produce study models for accurate prosthetic planning. Suggesting these services — which involve significant technology, staff time, and interpretation — should somehow be complimentary is a bit like expecting a full architectural survey to be thrown in with a casual chat about house extensions.
Regarding the fee: You paid £420, which covered advanced diagnostic imaging, not a simple check-up. And to clarify further — when patients proceed with treatment, this fee is deducted from their total quote, something also communicated beforehand. You were quoted a highly discounted rate of £11,000 for a full arch same-day restoration — not £15,000 as stated — compared to our regular fees of £16,000. If you’ve found cheaper quotes elsewhere (UK or abroad), that’s perfectly fine — we encourage all patients to explore their options. But we do ask that reviews reflect what was actually discussed and delivered, not post-hoc price comparisons.
As for the facilities: Smile London is currently undergoing a major renovation of our flagship 6-surgery premises, which has been communicated to all patients. In the meantime, we have clinical partnerships that allow us to see patients in fully equipped private dental suites, such as at Wimpole Street. Lack of signage doesn't mean lack of care — only that we don’t hang banners in our host practices.
While there was a brief delay with the CT scanner on your visit — due to a routine calibration cycle — we ensured you were still scanned properly and given an impression option to avoid wasting your journey. That’s called adaptability, not dysfunction.
Lastly, we’d be happy to provide you with a digital copy of your CT scan, and you’re more than welcome to book a follow-up call with our Practice Manager or Compliance Officer to discuss any concerns. Simply email us at: contact@smilelondon.co.uk — the same email through which your appointment and diagnostic expectations were confirmed. As you havent been able to reach via mobile since the consultation.
We take pride in offering world-class care using cutting-edge technology and highly experienced specialists. If you decide you’d still like to explore treatment with us, we’d be happy to help — minus the misunderstandings next time.
Warm regards,
Smile London Team
