DENSTUDIO

Complaints Policy

Introduction

At DENSTUDIO, we are committed to providing the highest standard of dental care and patient service. We value your feedback and take all complaints seriously. If you are unhappy with any aspect of your experience, we want to hear from you so that we can put things right and improve our services.

Our Commitment

We are committed to:

  • Treating all complaints with fairness, sensitivity and confidentiality.
  • Investigating complaints thoroughly and promptly.
  • Providing a clear and honest response.
  • Learning from complaints to improve our services.
  • Ensuring that making a complaint does not adversely affect your ongoing care.

Who Can Complain?

A complaint can be made by any patient, or by a representative acting on behalf of a patient with their written consent. Complaints can relate to any aspect of our service, including clinical treatment, staff conduct, facilities, communication or administration.

How to Complain

We encourage you to raise any concerns as soon as possible so that we can address them quickly. Complaints can be made:

  • In writing: Email us at hello@denstudio.co.uk or write to Denstudio Dental Ltd, 139 Harley Street, London.
  • By phone: Call us on 020 3883 0588.
  • In person: Speak to a member of our team at the practice.

What to Include

To help us investigate your complaint effectively, please include:

  • Your full name and contact details.
  • The date(s) of the incident or treatment in question.
  • A clear description of your complaint and what happened.
  • Any supporting documentation or evidence you may have.
  • What outcome you are hoping for.

Our Complaints Process

Stage 1: Acknowledgement

We will acknowledge your complaint within three working days of receiving it. We will confirm who will be handling your complaint and provide an expected timeline for our response.

Stage 2: Investigation

We will carry out a thorough investigation into your complaint. This may involve reviewing clinical records, speaking to relevant staff members and gathering any additional information. We aim to provide a full written response within 10 working days. If the investigation requires more time, we will keep you informed of progress.

Stage 3: Resolution

Our written response will include a summary of the investigation, our findings, an apology where appropriate and any actions we intend to take to resolve the matter and prevent recurrence. If you are not satisfied with our response, we will arrange a meeting to discuss the matter further.

Escalation

If you remain dissatisfied after completing our internal complaints process, you may escalate your complaint to the following external bodies:

Dental Complaints Service

The Dental Complaints Service provides a free and impartial service to help resolve complaints about private dental care. You can contact them at:

General Dental Council (GDC)

If your complaint relates to the professional conduct or fitness to practise of a dental professional, you can contact the General Dental Council: