Customer Complaints Procedure

Last medically reviewed by Dr Sam Jethwa: August 17, 2020

bespoke

Patient Complaints Procedure

At Bespoke Smile we always aim for our patients to be truly delighted with their experience. Anything below 5* is a problem for us, and we hope to never have complaints.

We aim to always satisfy patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible.

We take complaints very seriously, investigating them in a full and fair way, taking great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Sonali Samani is the Complaints Manager and will be your personal contact to assist you with any complaints. If you would like to file a complaint please feel free to do this in person, by post, phone or email – sonali@bespokesmile.co.uk or 07971809513.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient feedback to learn and improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

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