But if you have a complaint

At Smile Stories, we want every patient to feel listened to and well cared for. If you are unhappy with any aspect of your experience or treatment, we would like the opportunity to understand your concerns and put things right wherever possible.

We take complaints seriously and use feedback to help us continually improve the care and service we provide.

How to make a complaint

You can raise a complaint with us in person, by telephone, by email or in writing.

If you would like to make a complaint by email, please contact:

management@smilestories.co

If you make a complaint in person or by telephone, we will listen to your concerns and, wherever possible, try to resolve them at the time. If this is not possible, your complaint will be passed to our Complaints Manager.

If you would prefer to discuss your concerns privately, we will be happy to arrange this.

If you make a complaint in writing or by email, we will acknowledge your complaint within three working days.

If you are complaining on behalf of someone else, we may need their consent before we can discuss details of their care or treatment with you.

What happens next

Your complaint will be handled by our Complaints Manager or, where appropriate, another senior member of the team.

We will investigate your concerns and aim to provide a response within 10 working days of receiving your complaint.

If we are unable to complete our investigation within this timeframe, we will let you know, explain the reason for the delay and tell you when you can expect a response.

Our response will explain what we have found and, where appropriate, what we can do to resolve your concerns.

If you would like to discuss our response further, we will be happy to arrange a meeting or conversation with you.

Making a complaint will not adversely affect the care or treatment you receive from Smile Stories. Complaints are handled sensitively and confidentially.

We keep records of complaints and review them where appropriate to identify anything we can learn from or improve.

If you are still unhappy

We hope we can resolve any concerns directly with you. However, if you are not satisfied with our response, you can contact the Dental Complaints Service, which provides a free and impartial service for complaints about private dental treatment.

Dental Complaints Service
Fifty Paddington
50 Eastbourne Terrace
London
W2 6LG

Telephone: 020 8253 0800

Further information is available from the Dental Complaints Service.