At OpenDentist, we are committed to providing excellent dental services and care through our platform. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our services, we take complaints very seriously and aim to resolve them as efficiently, courteously, and fairly as possible.
We are committed to learning from feedback and improving our services, so we encourage you to share your concerns with us. This policy outlines how we handle complaints and ensures that your feedback is dealt with promptly and professionally.
How to Submit a Complaint
If you are not entirely satisfied with any aspect of our service or care, please contact us as soon as possible. To allow us to resolve your concerns effectively, please provide the following details when submitting your complaint:
• Your full name, email address, and postal address
• Your date of birth
• Dentist name (if relevant)
• A brief description of your concern or complaint
You can submit your complaint via:
Email: complaints@opendentist.co.uk
Our Commitment to Resolving Complaints
We aim to resolve complaints as swiftly and effectively as possible. We treat all complaints seriously and aim to handle them with the same care and professionalism we would expect if we were in your position.
Acknowledgment of Your Complaint
Upon receiving your complaint, we will acknowledge it in writing and provide you with a copy of this Complaints Policy within 3 working days. We will also confirm that we have received your complaint and begin the process of investigation.
Investigation Process
We will investigate your complaint within 10 working days of receipt. If the investigation requires more time, especially for complex issues, we will inform you of the delay and provide a new estimated timeline for resolution.
• Clinical Complaints: If your complaint concerns clinical care, it will generally be referred to the dentist involved in the treatment (unless you request otherwise). We will provide you with a clear explanation of what happened and any actions taken.
• Non-Clinical Complaints: If the complaint concerns issues such as consultation quality, charges, or other non-clinical matters, these will be handled by the appropriate team member.
Record Keeping and Confidentiality
All complaints are documented and kept securely. We treat all complaints with the utmost confidentiality and ensure that records are only accessible by the relevant personnel involved in the investigation and resolution process.
We regularly review complaint records to identify patterns and areas for improvement. This helps us ensure that we continue to provide a high standard of care and service.
If You Are Not Satisfied With the Outcome
If you are not satisfied with the resolution of your complaint, you have the right to take your complaint further to an external body. Depending on whether the treatment was private or NHS-based, the following options are available:
For Private Treatment Complaints:
Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
Tel: 020 8253 0800
For NHS Treatment Complaints:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 015 4033
Additional Contacts
In England:
NHS England
Email: england.contactus@nhs.net
Tel: 0300 311 22 33
In Scotland:
Healthcare Improvement Scotland (HIS)
Tel: 0131 623 4300
In Northern Ireland:
Regulation and Quality Improvement Authority (RQIA)
Tel: 028 9051 7500
We value your feedback and are committed to improving the services we offer. Every complaint is an opportunity for us to learn and enhance the experience for all our patients.