Complaints procedure

At The Smile Spa, we pride ourselves on the high quality of care we provide our patients. Our aim is to look after you as we wish to be looked after ourselves.

However, if you have any concerns or comments regarding your dental care, we will address these as a matter of priority.

We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve our service in the future.  We will not react unnecessarily defensively, and your confidentiality and access to our services will be protected.

How do I complain about dental care provided privately?

If you wish to make a complaint about care received privately then this can be made verbally, or in writing, to any member of the practice team.  Please contact the practice on the below details, should you wish to make a complaint.

The Smile Spa
5 Innovation Court
Stockton-on-Tees
Cleveland
TS18 3DA
tel: 01642 674 888
email: info@thesmilespa.co.uk

How do I complain about the service received by Denplan, Simply Health Professionals?

If you wish to complain about the service received in relation to your Denplan plan, their Patient Support team can be contacted and will aim to resolve your complaint within 10 working days.  

They can be contacted on 0800 401 402, between 8.30am and 5.30pm Mondays to Thursdays, or 8.30am to 4.30pm on Fridays

Alternatively, they can be contacted be post or email at:

The Head of Customer Services
Denplan Limited
Simplyhealth House
Victoria Road
Winchester
SO23 7RG
email: customerrelations@denplan.co.uk.

How will my complaint be handled?

Verbal

A verbal complaint made to a member of the practice team will be immediately logged and we will try and resolve your concerns at that time.  If appropriate, the Practice Manager, will be able to discuss your complaint to try and resolve the situation for you.

As all of our dentists operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating dentist.  Regarding a verbal complaint over your care, the treating dentist should be available to discuss and resolve your concerns.

Written

You can make a complaint in writing to The Smile Spa, for attention of the Practice Manager or the dentist, and it will be handled as outlined below.

  1. An acknowledgement letter of your complaint will be sent to you within 3 working days.
  2. Our Complaints Manager, Dr. Laura Hunter, will be made aware of your complaint.
  3. If your complaint is regarding clinical care, it will be passed to your treating dentist for them to provide a response and resolution. 
  4. A full response will be provided to you within 15 working days.

If we anticipate any delays in providing a full response, you will be notified and kept updated every 10 working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Dr. Laura Hunter, who can be contacted at laura.hunter@portmanhealthcare.co.uk

What do I do if I’m not satisfied with the outcome of my complaint regarding my private dental treatment?

If your care was provided privately, and you are not happy with the outcome of your complaint, you may contact the Dental Complaints Service at:

Dental Complaints Service 
Stephenson House 
2 Cherry Orchard Road 
Croydon  
CR0 6BA 
email: info@dentalcomplaints.org.uk

N.B:
A complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to yourself.

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