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Complaints Procedure

At Finest Dental it is our aim to always have satisfied patients, to meet your expectations of care and service. In cases where you feel we have not met your expectations we aim to resolve any complaints as efficiently, effectively and politely as possible. We take all complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints which enable us to improve our care and the service we provide.We will never discriminate against patient who have made a complaint and are happy to answer any questions you may have about our complaints procedure.

If you are not entirely satisfied with any aspect of your care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

The Practice Manager is responsible for responding to your complaint as the Complaints Manager and will be your person to contact to assist you with any concerns.

Verbal complaints

If you are dissatisfied, you can give your verbal feedback to the Practice Manager. If the Practice Manager is not available, you may express any concerns to your Treatment Coordinator or dentist, who will make note of your concerns and pass this on to the Practice Manager. The Practice Manager will then contact you at a time convenient to you to discuss your concernsideally within 24 hours of these being raised.

We aim to resolve all verbal complaints within 3 working days.

If you are still dissatisfied with the outcome, your verbal complaint will be escalated to the Clinical Manager Alexandra Read, who is the overriding Complaints Manager for Finest Dental.

Written complaints

You can complain in writing to the Practice Manager, who will aim to acknowledge your written complaint, by return letter/email, within 4 working days. Within this time, your Practice Manager will start the investigation into yourcomplaint.

When the investigation has been completed, you will be informed of its outcome in writing, ideally within 10 working days from the date the complaint was received.

We will make our response clear, addressing each of your concerns as best as wecan. You may also be invited to a meeting to discuss the results and any practicalsolutions that we can offer to you. These solutions could include replacement treatment, referring you to a different dentist in-house to achieve your desired result, refunding fees paid or other solutions that meet your needs and resolve the complaint to the satisfaction of both parties.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

Who is responsible for your complaint?

The person ultimately responsible for your complaint will depend on the nature of your complaint.

For example, availability of appointments, customer service, complaint about a particular member of staff, will all fall under the responsibility of Finest Dental to resolve.

If your complaint is regarding an aspect of your treatment, your Practice Manager will liaise with your dentist and if appropriate set up a meeting with yourself and your dentist in order to resolve the complaint. Should this not be required you will receive a response from both the Practice Manager and the treating dentist.

How we use your feedback

We regularly analyse patient complaints in order to learn from them and to improve our services and as such we welcome feedback, comments and suggestions.

Third parties

If you prefer to have someone represent you and complain on your behalf, we require consent in writing. Please ask the Practice Manager for a consent form.

Contacts

For further assistance, you may wish to contact;

  • Dental Complaints Service – the Dental Complaints Service can impartially assist you with a complaint regarding private dental treatment.Further information can be found on their website – www.dentalcomplaints.org.uk – 020 8253 0800 – 37 Wimpole Street, London, W1G 8DQ.
  • Care Quality Commission – for concerns relating to the Practice, the Care Quality Commission regulate the Practice. Further information can be found on their website – www.cqc.org.uk – 03000 61 61 61.
  • General Dental Council – if you wish to raise a concern about a dental professional, the General Dental Council regulates dental professionals. Further information can be found on their website – www.gdc-uk.org – 020 7167 6000.

For further information about clinical treatment the below organisations may be helpful:

  • Oral Health Foundation – a free, independent service available for you to seek advice on your dental care – 01788539780.
  • Associates of dental implantology – for advice on dental implants, please visit www.adi.org.uk.
  • British Orthodontic Society – for advice on your orthodontic treatment – 020 7353 8680.
Why Choose Finest Dental

Why Choose Finest Dental?

Finest Dental is one of the leading brands in the dentistry world. Our outstanding team have years of experience in a variety of dental treatments and are dedicated to providing the best service possible every single time. All of our dentists are registered with the GDC and are exceptionally skilled in what they do. At Finest Dental, you will be supported from the moment you set foot into a practise through to the after-care process of your plan and will always feel 100% confident in the treatment you choose. Our Finest Dental in-house laboratory is home to some of the most innovative, industry-leading dentistry equipment available such as Nobel Biocare. Our quality guarantee is second to none and is reflected in our overwhelmingly positive 92% customer satisfaction rating.

Finest Dental has been featured in numerous publications, such as The Guardian, London Evening Standard, Metro, OK Magazine and the Daily Mail.

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"Very happy with service provided by Finest Dental Leicester. Pedro the dentist is very good and I would recommend him to others."

M Khan

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"I am super happy with the service received in Birmingham practise. Comfortable environment, professional staff. Amrit and Sibley communicate efficiency, Polly is made me at ease very quickly."

Gary Eccleston

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"Very friendly staff. Comfortable atmosphere. Dentists are very understanding and helpful. I look forward to my appointments.”

Fariha Bukhari

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