Making A Comment Or Complaint

Can I make a comment?

Yes! The easiest way is when you visit us but you can also phone or email us at hello@teethface.co.uk. Don’t forget you can also leave us a review online.

What can I complain about?

• Dental care or treatment provided by us
• Anything to do with the environment in the practice
• Any member of staff

Who can complain?

You can complain if you:

• Had or are having care or treatment at the practice
• Visited or used our services or facilities

You can complain for someone else if you:

• Have their written agreement
• Are their parent, guardian or carer, and your child is not mature enough to understand how to make a complaint

How long do I have to complain?

You have 12 months from the event.

How do I make a complaint?

Stage 1

Talk to a team member

First talk to a team member involved in your care. If you do this, we can try to sort out your complaint straight away.

Stage 2

Talk to our complaints manager

If the complaint is not resolved, you can talk to our complaints manager, Jasmin Thomas-Rathu. This will be private and confidential.

Stage 3

Our initial response

We will write to you within 3 working days of receiving your complaint. This letter will:

• Tell you what action we will take to look into your complaint
• Offer you the chance to talk to a Team member about the complaint

We will keep the information you give us confidential. To investigate further, we may have to talk to staff about you or show them your health records. If you do not wish to share your information, please tell us when making your complaint.

Stage 4

Our final response

You will receive a final response from us within 10 working days. This letter will:

• Show that we have looked into your complaint and reply to all the points raised in it
• Offer you an apology where thing have gone wrong
• Explain what we will do to stop what you complained about happening again
• If necessary, explain why nothing more can be done about parts of your complaint

What if I’ve changed my mind after I have complained?

Please let us know as soon as possible via letter, email or phone call.

We value all comments, good or bad, to help us improve our service. If you are not happy about anything, this is how to let us know:

1. Please speak to any team member
2. If you are not happy with the response, speak to the complaints manager
3. You will receive an initial response from us within 3 working days
4. You will receive a final response within 10 working days
5. If you are still not happy, respond to us within 21 days or contact the services detailed