At FixMySmile, we are committed to providing excellent dental care and service. We value your feedback and take complaints seriously. We aim to resolve any issues promptly and effectively, ensuring that your concerns are addressed with respect and confidentiality.

How to Raise a Complaint

If you are not entirely satisfied with any aspect of our care or service, please follow these steps to raise a complaint:

• Contact Us: Please inform us as soon as possible so that we can address your concerns promptly.
• Complaints Manager: Dr Adib Al Alawy is our Complaints Manager and will be your personal contact to assist you with any complaints.

Complaint Handling Process

• Acknowledgement:
  • Verbal Complaints: We aim to resolve verbal complaints to your satisfaction within 24 hours. If not resolved, it will be acknowledged in writing within 3 working days.
  • Written Complaints: Written complaints will be acknowledged in writing within 3 working days of receipt.
• Investigation:
  • The Complaints Manager will conduct a full and fair investigation into your complaint.
  • We will keep comprehensive and confidential records of your complaint, stored securely and accessible only by those involved in handling your complaint.
• Communication:
  • If the investigation takes longer than anticipated, the Complaints Manager will keep you informed of the progress and the proposed completion date.
  • You will be informed of the investigation’s outcome in writing and invited to discuss the results and practical solutions.

Resolving Your Complaint

• Solutions: Depending on the nature of your complaint, solutions may include:
  • Replacing treatment
  • Refunding fees paid
  • Referral for specialist treatments
  • Other solutions to meet your needs and resolve the complaint effectively.

Continuous Improvement

• Feedback: We analyze patient complaints to learn from them and improve our services. Your feedback, comments, suggestions, and complaints are always welcome.

Further Contacts

If you are dissatisfied with our response to your complaint, you can escalate it further:

• Private Dental Treatment: Contact the GDC Private Dental Complaints Service within 12 months of treatment at 020 8253 0800 or visit www.dentalcomplaints.org.uk.
• NHS Complaint: Contact NHS England Complaints Team at [email protected] with ‘For the attention of the complaints team’ in the subject line.
• Parliamentary Health Ombudsman (England): Call 0345 015 4033 or visit www.ombudsman.org.uk.
• Care Quality Commission (CQC): Call 03000 616161. They regulate private and NHS dental care services in England.
• General Dental Council (GDC): File a complaint online at www.gdc-uk.org, email [email protected], or call 020 7167 6000.

Contact Us

If you have any questions or need further assistance regarding our Complaints Policy, please contact us:

• Email: [email protected]
• Address: 61 Kilburn high road, NW6 5SB, London
• Phone: 020 7624 6383