COMPLAINTS PROCEDURE
Effective Date: 1 April 2026
Review Date: April 2027
DentEuropa Implant & Orthodontic & Perio Centre
Operated by Finance Health Group Ltd
300A Bath Road, Hounslow, TW4 7DN
Tel: 020 8300 7659
Email: london@denteuropa.co.uk
Website: www.denteuropa.co.uk
Complaints Manager: Dr Emin Simsek (Director)
1. POLICY STATEMENT
At DentEuropa Implant & Orthodontic & Perio Centre, we are committed to providing high-quality dental care and a professional service to all patients.
We welcome feedback, concerns, and complaints as an opportunity to learn and improve. If a patient is unhappy with any aspect of their care, treatment, service, administration, facilities, communication, fees, or any finance-related information provided to them, we will listen carefully, record the complaint, investigate it fairly, and respond in a timely manner.
We aim to resolve complaints as quickly and fairly as possible, ensuring that clinical matters are reviewed properly and that any appropriate remedial action is clearly explained.
2. WHAT IS A COMPLAINT?
Complaint: Any expression of dissatisfaction about our care, treatment, service, staff, administration, facilities, communication, fees, advertising, or any person or organisation acting on our behalf.
Formal Complaint: A complaint that has not been resolved informally, where the patient has chosen to formalise the matter in writing or by completing our official complaint form.
Informal Complaint: A concern received by telephone, email, in person, or in writing, which is successfully resolved without requiring a formal written investigation or complaint form.
3. HOW TO MAKE A COMPLAINT
A complaint may be made verbally, by telephone, by email, in writing, through our website, or in person. We will never delay a complaint by insisting it must be put in writing first.
Complaints should be directed to:
Dr Emin Şimşek — Complaints Manager
DentEuropa Implant & Orthodontic & Perio Centre
300A Bath Road, Hounslow, TW4 7DN
Tel: 020 8300 7659
Email: london@denteuropa.co.uk
4. ACKNOWLEDGEMENT AND INVESTIGATION
Acknowledgement: We will acknowledge all complaints in writing within three working days of receipt, unless the matter has already been resolved to the patient’s satisfaction within that period. Our acknowledgement will confirm our understanding of the complaint, explain how we intend to investigate it, and provide an expected timeframe for our response.
Clinical Review: Where clinically appropriate, we may arrange a clinical review appointment within 14 days. Our investigation may include reviewing clinical notes, treatment plans, consent forms, photographs, appointment records, correspondence, and staff or clinician comments.
Response Timeframe: We aim to provide a full written response within 20 working days where possible. If the matter is complex, involves a third party, or requires additional clinical review, we will keep the patient regularly informed of progress and provide an updated response date.
Final Deadline: We will provide a final written response no later than eight weeks from the date the complaint was received. If we are unable to meet this deadline due to exceptional complexity, we will write to explain the reasons and indicate when we expect to issue our final response.
5. VERBAL COMPLAINTS
If a complaint is made verbally, our staff will try to resolve it promptly where possible. The complaint will still be securely recorded on the patient’s file. If the matter cannot be resolved immediately, we will confirm our understanding in writing and continue to investigate it through our formal complaints process.
6. COMPLAINTS MADE ON BEHALF OF A PATIENT
If a complaint is made by a representative, family member, solicitor, or other third party on behalf of a patient, we may require the patient’s written consent before we can disclose or discuss any personal or clinical information, unless there is a lawful basis to proceed without it.
7. REMEDIAL ACTION AND REDRESS
Where a complaint is upheld, or where we consider it appropriate, we may offer one or more of the following:
- An explanation and a formal apology
- Further clinical review or corrective treatment where clinically indicated
- Repair or replacement of a dental item where applicable
- A refund, redress, or other appropriate remedy
Any offer of redress or compensation will be considered on a case-by-case basis, taking into account the clinical facts, the circumstances of the complaint, any relevant contractual terms, and applicable professional or regulatory guidance.
8. DUTY OF CANDOUR
Where a complaint or concern relates to an incident that falls within the statutory Duty of Candour requirements, we will act in an open, honest, and transparent way. This includes explaining what happened, apologising where appropriate, advising the patient of any further enquiries being carried out, and explaining any actions taken to reduce the risk of recurrence.
9. ACCESSIBILITY AND SUPPORT
We will make reasonable adjustments to support patients who need help making a complaint. This may include providing information in an alternative format, supporting specific communication needs, allowing a representative to assist, or arranging an interpreter where appropriate.
10. FINANCE-RELATED COMPLAINTS
Where a complaint relates to a finance arrangement, credit agreement, lender’s terms, affordability, credit broking, or the way finance information was presented, additional complaint-handling rights apply.
Finance Health Group Ltd is authorised and regulated by the Financial Conduct Authority (FCA), reference number 915721. We act strictly as a credit broker, not a lender.
Where applicable, we will liaise with the relevant lender or finance provider. Patients who remain dissatisfied after our final response may be eligible to refer their complaint to the Financial Ombudsman Service (FOS) free of charge. This referral must normally be made within six months of the date of our final response letter.
The FOS may not be able to consider complaints raised more than six years after the event, or more than three years after the complainant knew (or should have known) there was a problem.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 (landlines) or 0300 123 9123 (mobiles)
International: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
11. EXTERNAL ESCALATION ROUTES
If you remain dissatisfied after receiving our final response, or if the complaint cannot be resolved locally, you have the right to refer the matter to an independent external body:
Private Dental Treatment — Dental Complaints Service (DCS):
An independent service funded by the General Dental Council to resolve complaints about private dental care.
Tel: 020 8253 0800
Website: https://dcs.gdc-uk.org
NHS Dental Treatment:
If the complaint relates to NHS dental treatment and the patient remains dissatisfied after local resolution, they may contact NHS England or the Parliamentary and Health Service Ombudsman, where applicable.
General Dental Council (GDC):
Patients may contact the GDC if their concern relates to a dental professional’s fitness to practise.
37 Wimpole Street, London, W1G 8DQ
Tel: 020 7167 6000 — Email: information@gdc-uk.org
Website: www.gdc-uk.org
Care Quality Commission (CQC):
Our practice is registered with and regulated by the CQC. The CQC does not usually resolve individual complaints, but patients may share concerns about the quality or safety of regulated care.
Website: www.cqc.org.uk
12. CONFIDENTIALITY AND DATA PROTECTION
We handle all complaints with strict confidentiality and in accordance with applicable UK data protection legislation. Information will only be shared with those who need it in order to investigate and respond to the complaint.
Where we need to involve a third party (such as a dental laboratory, supplier, manufacturer, lender, or finance provider), we will only share information where there is an appropriate and lawful basis to do so, and we will inform the patient accordingly.
Complaint records are securely retained for six years after the complaint has been closed. Records relating to finance customers are retained for a maximum of ten years in compliance with financial regulations.
13. LEARNING FROM COMPLAINTS
All complaints are securely logged and reviewed by management. We use complaints as a vital tool to identify lessons, improve patient care and communication, support staff training, and reduce the risk of similar issues arising in the future.
Complaints information is reported to management regularly, with monthly and six-monthly overview reports compiled to identify trends, root causes, and necessary service improvements.
14. REVIEW OF THIS POLICY
This policy is reviewed at least annually by the Complaints Manager, Dr Emin Şimşek, and updated where required to maintain full compliance with UK healthcare and financial regulations.
All staff are required to read, understand, and sign this policy. A signed copy is securely kept on each staff member’s personnel file.
