Complaints Procedure

At KC Dental Clinic we take complaints seriously and aim to resolve any concerns quickly, fairly and politely. We will never treat a patient differently because they have made a complaint, and we will handle your information confidentially.

How to make a complaint

We aim to address any concerns as quickly and effectively as possible. Where appropriate, we encourage you to raise the matter directly with the person involved so that it can be resolved informally.

If the issue remains unresolved, or if you do not feel comfortable addressing it informally, you can make a formal complaint. Complaints can be made verbally, in writing, or by email, and will be handled respectfully and confidentially.

We will respond to your complaint within 10 working days. If we need more time, we will let you know why and keep you updated.

If you remain dissatisfied

We encourage you to raise any concerns with us through our practice complaints procedure in the first instance. This gives us the opportunity to understand your concerns, address any issues and, where appropriate, make improvements to the services we provide.

If you are not satisfied with our response, you may choose to contact an appropriate independent organisation for further advice or support.

The Care Quality Commission (CQC) does not normally investigate individual complaints made about a dental practice. However, it welcomes feedback about patients’ experiences of care and uses this information when monitoring and assessing healthcare services.

• Dental Complaints Service (private dental treatment): 020 8253 0800 · www.dentalcomplaints.org.uk
• General Dental Council (GDC), the regulator of dental professionals: 020 7167 6000 · www.gdc-uk.org
• Care Quality Commission (CQC), the regulator of dental services in England: 03000 616161 · www.cqc.org.uk

Complaints about finance

KC Dentprojects Ltd trading as KC Dental Clinic is a credit broker, not a lender. If your complaint relates to a finance agreement arranged through Medenta / V12 Retail Finance, please contact us using the details above and we will handle your complaint or refer it to the relevant firm.

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter.

• Financial Ombudsman: www.financial-ombudsman.org.uk
• Email: complaint.info@financial-ombudsman.org.uk
• Tel: 0800 023 4567