Complaints Policy

Eternal Smile Dental Care > Complaints Policy

Patient Feedback and Complaints Procedure

At Beautiful Dental Smiles, we are committed to delivering high-quality dental care and ensuring your satisfaction. If you have any concerns regarding your treatment or services, we encourage you to provide feedback through our patient complaints procedure.

1. How to Raise a Complaint

Initial Contact: If you have a concern, we encourage you to raise it directly with the team member involved in your care. Most issues can be resolved informally at this stage.

Formal Complaint: If your issue is not resolved to your satisfaction, you may submit a formal complaint. Please provide your complaint in writing, outlining the details of your concern. You can send your complaint to:

2. Information to Include

To help us address your complaint effectively, please include the following information:

  • Your name, contact information, and date of birth
  • A clear description of the issue, including any relevant dates and details
  • Any steps you have taken to resolve the issue

3. Timeframe for Response

We aim to acknowledge receipt of your complaint within 3 working days. We will investigate your complaint and provide a full response within 20 working days.

4. Investigating Your Complaint

Your complaint will be thoroughly investigated by our team. We may need to contact you for further information or clarification during this process.

5. Escalating Your Complaint

If you are not satisfied with our response, you have the right to escalate your complaint to:

6. Confidentiality

All complaints will be handled confidentially, and your personal information will be protected in accordance with data protection laws.

7. Feedback

We value your feedback and use it to improve our services. We encourage you to share your experience with us.

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards, who may be able to help.