Complaints Policy

Complaints Procedure

We are committed to providing high-quality care and service to all patients. We welcome feedback and take all complaints seriously. Our aim is to resolve concerns fairly, promptly and professionally.The person responsible for handling complaints is:
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‍Michelle Garbutt - Head of Compliance
Email: CASE@21d.co.uk

How to Make a Complaint.
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‍You may make a complaint:
• In person
• By telephone
• By email
• In writing
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If you raise a complaint verbally, we will listen carefully and, where appropriate, refer you to the Complaints Lead. If the Complaints Lead is unavailable, we will record your details and ensure your complaint is passed on promptly. All complaints will be acknowledged within 3 working days.  

Our Investigation Process
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‍We will review your complaint thoroughly. This may include:
• Reviewing clinical records and documentation
• Discussing the matter with the treating clinician
• Reviewing relevant correspondence or recordings
‍
If your complaint relates to clinical care, it will normally be shared with the treating clinician unless you specifically request otherwise.
‍
We aim to provide a full written response within 20 working days. If additional time is required due to the complexity of the matter, we will inform you and provide an updated timeframe.In some cases, particularly where clinical matters are complex, we may need to seek advice from our professional indemnifiers, insurers or legal advisors. Where necessary, relevant information may be shared strictly for this purpose.
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All complaints are handled in accordance with UK data protection legislation.  

If You Remain Dissatisfied
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‍If you are not satisfied with our final response, you may refer your complaint to the:
‍
‍Dental Complaints Service (DCS) - The DCS provides a free and impartial service to help resolve complaints about private dental care.
Dental Complaints Service
Telephone: 020 8253 0800
Website: www.dentalcomplaints.org.uk
‍The Dental Complaints Service generally considers complaints made within 12 months of the treatment or of you becoming aware of the issue.

‍Financial Ombudsman Service - If your complaint relates to a finance agreement arranged through a third-party lender and regulated by the Financial Conduct Authority, you may also have the right to refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk).  

Other Organisations

General Dental Council (GDC)
‍The General Dental Council regulates dental professionals in the UK. The GDC does not normally deal with complaints about service, fees or customer care, but may consider concerns about a dental professional’s fitness to practise.
Website: www.gdc-uk.org

‍Care Quality Commission (CQC)
‍The CQC regulates dental practices in England but does not investigate individual complaints.
Website: www.cqc.org.uk

21D Clinical Limited is a company registered in England and Wales. Company registration number 09476584. Registered office: St Andrew’s House, Kelvin Close, Warrington WA3 7PB. 21D Clinical Limited is regulated by the Care Quality Commission and the Financial Conduct Authority.