Patient Complaints Procedure

At Denturaa, patient care, clinical safety, and satisfaction are at the center of everything we do. All dental clinicians, Clinical Dental Technicians (CDTs), and partner clinics operate in strict compliance with national professional standards and healthcare regulations to ensure clear, effective complaints handling.

Raising a concern or making a complaint will NEVER prejudice your current or future dental care. Every complaint is treated confidentially, investigated fairly and impartially by registered healthcare professionals, and used as an opportunity for clinical learning and continuous service improvement.

You may submit a complaint verbally in person at any of our clinics (Birmingham, London, Manchester, Bristol, Nottingham, or Leeds), over the telephone, or in writing via email or post.

To ensure we can investigate thoroughly, please provide your full name, preferred contact details, the clinic location where you attended (such as Birmingham or regional partner clinics), the names of any staff or clinicians involved, the dates of consultation/treatment, and a clear description of what occurred and what resolution you are seeking.

• Email: contact@denturaa.com
• Subject Line: Formal Patient Complaint - [Your Name / Clinic Location]
• In Person / By Post: Address to the Practice Complaints Manager & Clinical Lead at your local Denturaa clinic.
• Support & Advocacy: You are entitled to have a family member, trusted friend, or independent advocate assist you with submitting or communicating your complaint.

We adhere to strict procedural timescales to ensure prompt resolution:

• Stage 1 — Acknowledgment: We will acknowledge receipt of your complaint in writing within three (3) working days. We will confirm who is investigating your complaint and offer an opportunity to discuss the matter.
• Stage 2 — Investigation: The Practice Complaints Manager, in conjunction with a senior clinician not directly involved in the incident, will review your clinical records, interview treating staff, and examine any relevant laboratory appliances.
• Stage 3 — Full Written Response: We will provide a comprehensive written report within ten (10) working days of receipt. If clinical or laboratory inquiries require more time (up to 20 working days), we will write to you before the deadline explaining the reason for the delay and providing a revised completion date.
• Stage 4 — Remedial Action & Duty of Candour: Where appropriate, our response will include a full explanation, sincere apology, details of any corrective clinical care or refunds offered, and the steps taken to prevent recurrence in accordance with statutory Duty of Candour principles.

If you remain dissatisfied with our local resolution and your complaint relates to private dental treatment, you have the right to refer your complaint to the Dental Complaints Service (DCS).

The DCS is an independent, free, and impartial mediation service to help resolve disputes between patients and private dental professionals.

• Organization: Dental Complaints Service (DCS)
• Telephone: 020 8253 0800 (Monday to Friday, 9:00 am – 5:00 pm)
• Website & Online Form: https://dentalcomplaints.org.uk
• Postal Address: Dental Complaints Service, Fifty Paddington, 50 Eastbourne Terrace, London, W2 6LG

In addition to our internal procedures and the Dental Complaints Service, you have recourse to statutory UK healthcare regulators and oversight bodies:

• Professional Standards Oversight: All Clinical Dental Technicians (CDTs) and dental professionals providing patient care at Denturaa clinics maintain active registration with UK statutory bodies.
• Information Commissioner's Office (ICO): If your complaint relates specifically to data privacy, health records access, or breaches under the UK GDPR, you may lodge a complaint with the ICO at https://ico.org.uk or call 0303 123 1113.