Dental Treatment Queries
E-mail: [email protected]
Our Group of practices take complaints very seriously and strives to ensure every patient has a positive experience. If you are dissatisfied with your care, we are committed to quickly and professionally addressing your concerns. Our dentists and hygienists are fully responsible for their clinical care and are dedicated to clear, open communication with you regarding your treatment.
When you raise a concern or complaint, we want you to know that we aim to handle it quickly and quickly. We believe in learning from mistakes and seek to resolve issues with sensitivity and care.
If you have a complaint, here is how we will handle it:
Step 1: Speak with a member of staff
If you share your complaint by phone or in person, we will carefully listen and find a solution. Where appropriate, the matter must be referred to the relevant Practice Manager.
Step 2: Written or Email Complaints
If you submit your complaint in writing or via email, it will be passed to the Practice Manager, who may contact you to understand the nature of your complaint.
Step 3: Complaints about Clinical Care
If you have any concerns about clinical care or associated charges, it will typically be referred to the dentist or hygienist who provided the treatment. They are responsible for addressing any concerns and ensuring you understand the care you received. This may take up to two weeks and involve review by our clinical leadership.
At our practices, dentists and hygienists operate as self-employed professionals. They are, therefore, fully responsible for the treatment they provide and for addressing any issues that may arise from that treatment. This obligation aligns with the standard responsibilities of dentists and hygienists practising in the United Kingdom.
Our role is to offer support and guidance where necessary and act as advocates if necessary. However, the responsibility to provide a refund or retreatment rests solely with the treating clinician. Your dentist will need to look into your concerns thoroughly as part of their professional duties.
The Practice Manager will take care of this by consulting with the dentist who provided your treatment. They will request the treating dentist to review your concerns and respond appropriately following their investigation.
Step 4: Acknowledgement and Response
We will acknowledge your complaint in writing within three working days and include a copy of this procedure. We aim to investigate the issue within ten working days and provide you with a clear explanation of the circumstances that led to the complaint. Should the investigation take longer than expected, we will notify you of the delay and provide an estimated timeline for resolution.
Step 5: Resolution and Record-Keeping
After completing the investigation, we will send you a written confirmation of our findings and any actions taken. We maintain detailed records of all complaints and improvements made because of patient feedback.
If you are not satisfied with our response, you may escalate your complaint to:
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033
(https://www.ombudsman.org.uk)
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
Telephone: 08456 120 540
(https://dcs.gdc-uk.org)
37 Wimpole Street, London, W1G 8DQ
Telephone: 0845 222 4141
(https://www.gdc-uk.org)
We aim to ensure you receive the highest quality of care and feel supported throughout your treatment journey. In addition to the above, we are committed to continuous improvement and would like to take every complaint as an opportunity to enhance our services. To this end, we review all feedback collectively at regular intervals to identify any recurring issues or areas where we can improve. We also invite patients to participate in satisfaction surveys following the resolution of their complaints, allowing us to understand your experience better and implement any necessary changes. Your voice is integral to helping us provide the best possible care, and we appreciate your involvement in shaping our practice.
Dental Finance Queries
E-mail: [email protected]
BANNING DENTAL GROUP LTD, trading as Banning Dental Group, registered address: 12 Meridian Point, Creek Road, London, SE8 3DB, England, is authorised and regulated by the Financial Conduct Authority. Firm Reference Number 839891. We act as a credit broker and not a lender, offering finance from a panel of lenders.
If we cannot resolve dental finance complaints right away, we will let you know of our progress and aim to respond within eight weeks. If the complaint relates to information provided by a firm partner, we will investigate the matter and seek a written explanation with any supporting evidence, such as photos or checklists.
Investigation
Our complaints manager will thoroughly investigate the complaint, adhering to Financial Conduct Authority (FCA) guidelines to ensure the issue is handled promptly and fairly, providing clear replies and offering appropriate redress when necessary. We may take up to eight weeks to respond fully.
Eligible Complainants
We treat all complainants equally, but specific customers who have purchased goods or services using lender finance may have additional rights under FCA regulations. The FCA complaints rules apply if the complaint relates to a regulated activity and involves financial loss, material distress, or inconvenience.
Final Response
Our final response will clearly outline our decision and the reasons for it. If compensation is offered, the method of calculation will be explained. If the complaint involves a regulated activity, we will include details of the Financial Ombudsman Service, explaining that you have six months to refer the complaint or risk losing the right to do so.
Closing a Complaint
Once we issue our final response, a complaint will be considered closed. However, this does not affect your right to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
We will fully cooperate with the Financial Ombudsman in resolving complaints, agree to abide by any awards made, and pay any fees promptly.
Time Limits for Referring to the Financial Ombudsman Service
You can refer your complaint to the Financial Ombudsman Service free of charge within six months of the final response letter. After this period, the Ombudsman will only consider your case in limited circumstances.
Contact Information:
Exchange Tower, London E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
(https://www.financial-ombudsman.org.uk)
Current Offer For Patient Who Hold Banning Dental Group And Skin Clinique Premium Membership Card:
