Practice Complaints Procedure

Please let us know if you have a complaint or concern about the service you have received from any member of our Dental Laboratory. Our complaint procedures adhere to national criteria.

HOW TO COMPLAIN:

We hope that most issues can be resolved easily and quickly whenever they arise, and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to more easily establish the circumstances. If it is not possible to do this, then please let us have details of your complaint in writing.

  • Within 6 months of the incident that caused the problem.
  • Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident.

Please address all complaints to Laboratory Manager Lorraine Barrett  – marked Confidential Addressee Only. Alternatively, you may ask for an appointment with Lorraine Barrett in order to discuss your concerns. The complaint procedure will then be explained to you, ensuring that your complaint is dealt with promptly. It will be a great help if you could be as specific as possible.

WHAT WE WILL DO:

We will acknowledge receipt of your complaint within 2 working days and aim to investigate the matter within 10 working days from the date of receipt. Whilst investigating your complaint we will aim to:

  • Find out exactly what happened.
  • Make it possible to discuss the problem with those concerned – if you would like this.
  • Make sure that you receive an apology where appropriate.
  • Identify whether there is any action we can take to ensure that this particular type of problem does not reoccur.

COMPLAINING ON BEHALF OF SOMEONE ELSE:

Please note, we adhere strictly to rules of confidentiality. If you are complaining on behalf of someone else, we need to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable through physical or mental illness of providing this.

RECALL PROCEDURE:

In accordance with the Medical Device Directive 93/42/EC should any technical or medical reason, connected with the characteristics performance of a custom-made device, be identified which may pose a potential serious risk to public health, devices will be individually identified using our unique appliance numbering system, recalled by letter and rectified as required.

If you are not satisfied by this stage:

You can make a direct complaint about us to an independent body:

General Dental Council
37 Wimpole Street
London
W1G 8DQ
Email: information@gdc-uk.org
Telephone: 020 7887 3800

​We always aim to resolve the problem quickly and to your satisfaction.