Complaints Procedure

Our Commitment to You

We are committed to providing accurate information and excellent service through our dental implants directory. When things don't meet your expectations, we want to hear from you and make things right.

How to Make a Complaint

Step 1: Contact Us Directly

Email: [email protected]
Post: Complaints Department, Ayton Firs Hall, Great Ayton, Middlesbrough, England, TS9 6JB

What to include:

• Your name and contact details
• Date of the issue
• Details of your complaint
• What outcome you're seeking
• Any relevant documentation or evidence

Step 2: Initial Response

• We will acknowledge your complaint within 2 working days
• You'll receive a reference number for tracking
• We'll explain our investigation process and expected timeframes

Step 3: Investigation

• Most complaints are resolved within 10 working days
• Complex cases may take up to 20 working days
• We'll keep you updated if we need additional time
• You may be contacted for further information

Types of Complaints We Handle

Directory-Related Issues

• Incorrect or outdated practice information
• Missing or inaccurate practitioner details
• Website functionality problems
• Search result inaccuracies

Service-Related Issues

• Poor customer service experience
• Billing or payment disputes
• Privacy or data protection concerns
• Accessibility issues

Practice-Related Complaints

While we facilitate connections to dental practices, complaints about treatment quality or clinical care should be directed to:

• The dental practice directly
• The General Dental Council (GDC)
• The Care Quality Commission (CQC)

We can assist you in understanding the appropriate complaint routes.

Our Investigation Process

1. Assignment: Your complaint is assigned to an appropriate team member
2. Fact-finding: We gather all relevant information and documentation
3. Review: Senior management reviews the findings
4. Resolution: We determine appropriate action and communicate our decision
5. Follow-up: We ensure the resolution is implemented effectively

Possible Outcomes

• Correction: We update incorrect information in our directory
• Improvement: We make changes to prevent similar issues
• Compensation: In appropriate cases, we may offer compensation
• Explanation: We provide clarification about our processes
• Referral: We direct you to the appropriate regulatory body

If You're Not Satisfied

Internal Review

If you're unhappy with our initial response:

• Contact our Complaints Manager within 28 days
• Request a review of your complaint
• Provide additional information if available

External Options

You may also contact:

• Citizens Advice: For general consumer advice
• Trading Standards: For business practice concerns
• Information Commissioner's Office (ICO): For data protection issues
• Relevant professional bodies: For clinical or regulatory matters

Learning from Complaints

We use feedback from complaints to:

• Improve our directory accuracy and functionality
• Train our staff better
• Update our policies and procedures
• Enhance the user experience

Data Protection

• We handle all complaint information in accordance with GDPR
• Personal data is only used for complaint resolution
• Information is retained for 3 years then securely destroyed
• You can request access to your complaint data at any time

Monitoring and Quality Assurance

• All complaints are logged and tracked
• We produce quarterly reports on complaint trends
• Regular reviews ensure consistent handling
• Staff receive ongoing training on complaint resolution

Contact Information

Complaints Department
Email: [email protected]
Hours: Monday-Friday, 9:00 AM - 5:00 PM