Complaints Policy – Denstudio

At Denstudio, we are committed to providing the highest standard of care to all patients. While we strive for excellence, we recognise that on occasion, you may feel dissatisfied with an aspect of your experience. We welcome feedback of all kinds — including complaints — as a vital tool for improving our service.

This policy outlines how you can raise a concern, how we will respond, and what you can expect throughout the process.

1. Our Commitment to You

· All complaints will be treated seriously, respectfully, and confidentially.

· You will not be discriminated against for making a complaint.

· We aim to resolve complaints as quickly, fairly, and transparently as possible.

2. Who Can Make a Complaint?

· Any patient of Denstudio.

· A person acting on behalf of a patient (with consent).

· A legal guardian or parent of a patient under 18.

· An authorised third party (e.g. carer, solicitor).

3. How to Make a Complaint

You can submit a complaint via:

Email: hello@denstudio.co.uk

Phone: 02038830588

In person: At reception or during your visit (we will ask for written confirmation afterward)

4. What to Include in Your Complaint

To help us resolve your concern effectively, please include:

· Your full name and contact information

· Details of the complaint (dates, people involved, what happened)

· What outcome or resolution you are seeking

5. What Happens Next?

Stage 1: Acknowledgement

· We will acknowledge your complaint within 3 working days.

· If submitted in writing, you’ll receive written confirmation.

Stage 2: Investigation

· The complaint will be investigated by Dr Jana Denzel.

· We may contact you for further clarification or additional information.

· You will be kept informed throughout the process.

Stage 3: Response

· A full written response will be sent within 10 working days of acknowledgement.

· If a longer time is required, we will inform you with an explanation and a revised timeline.

· Our response will include findings, actions taken, and any offer of resolution.

6. If You’re Not Satisfied

If you are not happy with the outcome, you may escalate the matter to:

The Dental Complaints Service

First point of contact will be

Website: www.dentalcomplaints.org.uk

Phone: 020 8253 0800

The General Dental Council (GDC)

If unresolved or for professional conduct issues:

Website: www.gdc-uk.org

7. Record Keeping

· All complaints and their outcomes are documented and stored securely.

· Complaints are reviewed regularly as part of our internal quality assurance and clinical governance systems.

8. Confidentiality

All complaints are handled in accordance with the UK General Data Protection Regulation (GDPR). Personal information will only be shared on a need-to-know basis and in line with your consent.

9. Learning from Complaints

We treat all complaints as opportunities to learn and improve. Trends are reviewed in monthly team meetings and used to:

· Improve patient experience

· Update our policies and procedures

· Deliver targeted team training

10. Contact Us

If you have a complaint or feedback, please don’t hesitate to reach out:

Denstudio Dental Ltd

Email: hello@denstudio.co.uk

Phone: 02038830588