We take all feedback seriously and are committed to resolving any concerns with openness and care. You will receive acknowledgment of your complaint within two working days, and we will conduct a thorough investigation to address the issue.
We’ll keep you informed throughout the process and provide a detailed response within 14 working days. If needed, we may invite you for a meeting to discuss our findings and any steps we’ll take to resolve the matter.
Our goal is simple – we want every patient to feel valued and satisfied with their care, and we will always work with you to find a fair and positive resolution.
Complaints procedure
At Dream Smiles Dental, we are committed to providing the highest quality care in a welcoming and supportive environment. If something doesn’t meet your expectations, we want to hear about it so we can put things right. Your feedback helps us improve, and we’re here to resolve any concerns quickly and fairly.
How to make a complaint
If you have a concern about your care, please feel free to speak directly with the dental professional or team member involved—we’re always happy to listen and help.
If you’d prefer to discuss the matter further, or if it hasn’t been resolved to your satisfaction, you can contact our practice manager at info@dreamsmilesdental.co.uk. They will explain our complaints process and ensure your feedback is handled with care and efficiency.
Our complaints process
We take all concerns seriously and aim to resolve them promptly and transparently:
- Acknowledgment within two working days of receiving your complaint.
- A thorough investigation to fully understand the issue.
- Regular updates so you know what’s happening.
- A detailed response within 14 working days, outlining our findings and any next steps.
If necessary, we may invite you for a face-to-face discussion to ensure a positive resolution.
Our priority is to make sure you feel heard, valued, and completely satisfied with your care..
Confidentiality
Your privacy is important to us. All complaints are handled with strict confidentiality. If you are raising a concern on behalf of someone else, we will need their written consent before proceeding.
If you need more details on our complaints process or guidance on what to do next, our practice manager is happy to assist you. Please don’t hesitate to get in touch.