Complaints Procedure
Last updated: March 05, 2024
At True Dentistry, we are committed to providing high-quality dental care and ensuring our patients are completely satisfied with their experience. However, we understand that there may be times when you feel our services have not met your expectations. In such instances, we encourage you to follow our simple complaints procedure outlined below:
1. INITIAL CONTACT
If you have a concern or complaint, we kindly ask you to first discuss it directly with the staff member involved, if you feel comfortable doing so. Often, issues can be resolved quickly and informally at this stage.
2. FORMAL COMPLAINT
If your concern is not resolved to your satisfaction, or if you prefer not to discuss it with the staff member involved, please submit your complaint in writing to our Practice Manager. Please provide as much detail as possible, including dates, times, and the nature of your complaint.
3. ACKNOWLEDGEMENT
Upon receiving your written complaint, we will acknowledge it within seven working days. We will also inform you of the name of the person handling your complaint.
4. INVESTIGATION
Your complaint will be thoroughly investigated. This may involve speaking with the staff involved and reviewing treatment records and other relevant documents. We aim to complete this investigation within ten working days. However, if the issue is complex and takes longer, we will keep you informed about the progress.
5. RESPONSE
Once the investigation is complete, we will provide you with a written response detailing the findings, any actions taken, and proposals to resolve your complaint.
6. FURTHER STEPS
If you are not satisfied with our response, you can escalate your complaint to an external body such as the Dental Complaints Service or the General Dental Council, depending on the nature of your complaint.
We take all complaints seriously and use them as an opportunity to improve our services. Your feedback is invaluable to us, and we are committed to ensuring that all complaints are resolved in a fair, efficient, and respectful manner.
