This policy explains how:
- you, the customers, can raise a complaint about our services; and
- how we will deal with complaints.
We will always aim to provide high quality services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.
How to Make a Complaint
If you would like to make a complaint, you can do so via any of the following methods:
Telephone
You can complain via telephone on: 02871355566
You can complain via email to: rose@whiteroseclinic.com
Letter
You can complain via letter by sending this to:
7 Culmore Point Road
Londonderry
BT48 8JW
Information
- Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of services we have provided to you
- A key summary of the problem or problems you have experienced and why the services were not satisfactory.
What to Expect
Complaints will be processed and looked at during our business hours which are:
Monday – Closed
Tuesday – 9am – 5pm
Wednesday – 9am – 5pm
Thursday – 9am – 5pm
Friday – 9am – 1pm
Complaints will be dealt with by our complaints manager: ROSE MCKENNA
Acknowledgement
We will acknowledge your complaint within 10 business days of our receipt of it.
Investigation
Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email.
Our complaints manager will ordinarily provide the full response within 21 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.
Our complaints manager may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Provision of the services again
We will offer the solution which our complaints manager judges is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.
If our complaints manager does not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).
Other Options
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
Ombudsman
The following ombudsman scheme can assist in resolving disputes about our services: NORTHERN IRELAND PUBLIC SERVICES OMBUDSMAN (NIPSO)
If you are not content with our response, you can provide a letter confirming that we have reached a position of deadlock so that your complaint can be considered by the ombudsman. Furthermore, if the complaint has not been resolved or you have not heard from us within 800,343,424 weeks, you will also have the right to refer the complaint to the ombudsman.
Following any deadlock letter or after the above period of time has elapsed, you will have a period of 12 months to refer the matter to the ombudsman.
Details about the ombudsman, including further information about the time limits and requirements, can be found here: nipso.org.uk/nipso
Our Regulator
Our services are regulated by: GENERAL DENTAL COUNCIL (GDC)
Details about our regulatory body can be found here: www.gdc-uk.org
You have the option of contacting our regulatory body in relation to a complaint about our required standards should you deem this appropriate.
Professional Body
We are a member of: DENTAL PROTECTION SOCIETY
Details about this body can be found here: www.dentalprotection.org
We adhere to the relevant guidelines and code of conduct prescribed by the above body. You can contact this body about any complaint should you deem this appropriate.
Legal Claims
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
Information about your legal rights as a consumer can be found on the Consumerline website.
