COMPLAINTS PROCEDURE

CUSTOMER SERVICE, FEEDBACK AND COMPLAINTS PROCEDURE

Sometimes even the best plans sometimes go astray

At The Perfect Smile Studios we pride ourselves on trying our utmost to deliver the best care to our patients.

We endeavour at all times to exceed their expectations in every way that we can.  If there are any concerns, we take them very seriously and try to ensure that all our patients are ultimately pleased with their experience of our service.

Our aim is to resolve any concerns courteously and promptly so that the matter is resolved as quickly as possible and to the satisfaction of the patient.

We are constantly looking to improve our services and will take every opportunity to do so. Our dedicated team will respond to patient concerns in a caring and sensitive way.

Practice Complaints and Feedback Procedure:

Complaints are managed by the Practice Manager who will acknowledge any complaint in writing normally within 5 working days.

We will seek to investigate the matter within 25 working days. If we are unable to investigate the complaint within 25 working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed. You will be informed of the progress of our investigation.

Our investigation will ensue to ascertain

  • What happened?
  • What will be done to put things right?
  • What action will be taken to resolve the matter?
  • What will be done to stop this re-occurring?

Our aim is to always create a complete, amicable and satisfactory resolution for every patient.

We achieve this by way of a meeting at the practice so that we can understand your concerns further and  provide you with adequate details and options to resolve your complaint.

If a patient is not satisfied with the resolution then the complaint may be referred to The Dental Complaints Service. They are there to assist private dental patients and dental professionals resolve complaints about private dental services. They are an independent dental complaints service available to patients across the UK.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, Telephone: 08456 120 540.

Click here for their complaints form.