Introduction
Complete Orthodontics views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint. Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at Complete Orthodontics knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Complete Orthodontics.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Complaints procedure of Complete Orthodontics
Publicised contact details for complaints:
Written complaints may be sent to Complete Orthodontics, West Dale Dental, Dental Surgery, 406 Westdale Ln W, Mapperley, Nottingham NG3 6DG or by email at: info@completeorthodontics.co.uk
Receiving complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media. Complaints received by telephone need to be recorded.
The person who receives a phone complaint should:
- Write down the facts of the complaint.
- Take the complainant’s name, address and telephone number.
- Tell the complainant that we have a complaint procedure
- Tell the complainant what will happen next and how long it will take.
Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Resolving complaints
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Andrew Flett, Specialist Orthodontist and Owner, within five business days.
On receiving the complaint, Andrew Flett will update the complaints logbook. If it has not already been resolved, Andrew will investigate the complaint personally, investigate and take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within a month. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, please revert to the Financial Ombudsman Service.
Variation of the complaints procedure
Andrew Flett may vary the procedure for good reason. This may be necessary to avoid a conflict of interest.
Monitoring and learning from complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
