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Complaints policy

Yorkshire Dental Suite complaints policy

HOW WE HANDLE YOUR COMPLAINT

Yorkshire Dental Suite is committed to providing high-quality services to all our patients. However, we recognise that sometimes things may not go as expected. If a problem occurs, we strive to address complaints promptly, fairly, and effectively.

CONTACT US

The best way to contact us is by phone or email. We will always try to resolve your complaint within 3 working days:

By telephone: 0113 887 9594
By email: [email protected]
By post: Yorkshire Dental Suite, Unit 1 Landmark Court, Beeston, Leeds, LS11 8JT

If you require this information in an alternative format or need assistance in making your complaint, please let us know and we will do our best to accommodate your needs.

If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them

WHEN AND HOW YOU WILL HEAR FROM US

If we can resolve your complaint within 3 working days, we will send you written confirmation in the form of a summary resolution letter.

If we cannot resolve your complaint within 3 working days, we will send you a written acknowledgement so you know we are investigating your concerns.

We will then undertake a full investigation to enable us to make an informed assessment of your complaint. We will keep you updated on our progress and contact you if we need further information regarding the issues you have raised. If the investigation is ongoing, we will provide regular updates (at least every two weeks).

If a lender is responsible for the product or service that you have complained about, then we will forward your complaint to them to investigate and respond. In accordance with FCA rules on complaint forwarding, we will write to you to confirm who will be dealing with your complaint and how you can contact them.

OUR FINAL RESPONSE

We will send you a final response within 8 weeks, although we aim to resolve your complaint well before this time.

The final response will:

  • let you know the outcome of the investigation;
  • if appropriate, advise you of what we intend to do to rectify the problem;
  • if we disagree with your complaint, clearly explain why;
  • advise you of the next escalation steps which are provided at the end of this leaflet;

There may be times where we need to refer part or all of a complaint to a third party. Where this happens, we will aim to do so within 5 working days, obtain your consent, and provide you with the contact details of the third party.

REFERRING YOUR COMPLAINT

After our investigation, if you are still unhappy with our response to your complaint, you have the right to escalate your complaint to:-

The Dental Complaints Service (DCS)

Provides a free and independent service for resolving complaints about private dental care

dcs.gdc-uk.org
[email protected]
Tel: 020 8253 0800
Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ

The Care Quality Commission (CQC).

Patients can also contact the CQC to share feedback or concerns. While the CQC does not investigate individual complaints, it welcomes feedback and works to ensure care services in England are safe, effective, and high quality.

Tel: 03000 61 61 61

The General Dental Council (GDC)

The GDC regulates individual registrants, and you can raise concerns regarding an individual’s fitness to practice via the below contact details. The GDC investigate public protection complaints in which the registrant may pose a risk to the public. They cannot resolve complaints or offer refunds.

General Dental Council, 37 Wimpole Street, London W1G 8DQ
Tel: +44 (0) 20 7167 6000

The Financial Ombudsman Service (FOS)

If you complaint refers to a financial product, and you have received a final response you can escalate to FOS within 6 months of the date on our final response letter.

www.financial-ombudsman.org.uk
[email protected]
Tel: 0800 032 800
Financial Ombudsman Service, Exchange Tower, London E14 9SR

All records will be kept for a period of six years.