Our complaint resolution process
Our easy to use three-step service is explained below.
Step 1: Local resolution
We will always suggest that you contact your dental professional and give them the opportunity to resolve matters first. In our experience, they will often welcome the opportunity to deal with any complaint.
When contacting them you should:
- clearly set out what your complaint is about
- explain what you would like as a resolution e.g. a refund
- ask them to provide you with a response within ten working days.
Contact us for support or advice about local resolution.
Step 2: Facilitated resolution
If you’ve not been able to resolve your complaint, or you’re not satisfied with the response you’ve received, contact us and one of our complaints officers will work with you and the dental professional involved to try and reach a resolution.
Please remember that we’re not an advocacy service, we are impartial and do not take sides when mediating complaints.
If your complaint is about treatment that has failed, we may ask you to obtain a second opinion or costed treatment plan, supporting your complaint which you will need to fund.
Step 3: Panel mediation
If a resolution can’t be reached and both you and the dental professional involved are in agreement, our case officers will seek authorisation to arrange a panel meeting. This is the final stage of our complaints resolution process.
Panels are convened to support the mediation of complaint are made up of two lay people (not dental professionals) and one dental professional. The panel will hear both sides of the complaint and work towards facilitating an amicable resolution.
In cases where you and dental professional are unable to reach an agreement, they will make a recommendation on how to resolve the complaint. It is important to note this is not legally binding.