Complaint Policy

Your New Smile Patient Complaints Procedure
At Your New Smile, our aim is to always have satisfied patients. We take complaints very seriously and handle them efficiently, fairly, and confidentially. We learn from complaints to improve our care and service.

How to Complain:

Verbal Complaints:

If not resolved within 24 hours, our Complaints Manager will acknowledge it in writing within 3 working days and aim to provide a full response as soon as possible.

Written Complaints:

The Complaints Manager will acknowledge it in writing within 3 working days and provide a full response as soon as possible.

Investigation and Follow-Up:

If the Complaints Manager is unavailable, we will take brief details and arrange a meeting when they are available.We will keep comprehensive and confidential records of your complaint.If the investigation takes longer than expected, we will keep you informed of the progress and proposed completion date.

Outcome:

You will be informed of the outcome in writing and invited to a meeting to discuss the results and possible solutions, such as replacing treatment, refunding fees, or referring you for specialist treatments.

Feedback and Further Action:

We welcome feedback, comments, suggestions, and complaints to improve our services.
If you are dissatisfied with our response, you can contact the GDC private dental complaints service at 020 8253 0800 or visit www.dentalcomplaints.org.uk.
For further action, you can contact the Care Quality Commission (CQC) at 03000 616161 or the General Dental Council (GDC) at www.gdc-uk.orgor 020 7167 6000.