Complaints policy and procedure
At The Smile Designers, we are committed to providing high-quality, patient-focused dental care. We welcome feedback and take complaints seriously. We aim to handle every concern courteously, fairly and as promptly as possible in accordance with the GDC Standards for the Dental Team.
The person responsible for overseeing complaints at the practice is:
Dr Fahad Khan – Complaints Lead
Email: reception@thesmiledesigners.co.uk
Address: 92a Arundel Street, Sheffield, S1 4RE
Telephone: 0114 281 22 11
How to make a complaint
We hope that most concerns can be resolved quickly, often at the time they arise. You can make a complaint verbally, by telephone, in person, by email or in writing. You do not have to put a complaint in writing for us to consider it.
Please provide as much relevant information as you can, including what happened, when it happened and what outcome you are seeking. This helps us investigate your concerns fully and respond clearly.
Verbal complaints
If you complain by telephone or in person, we will listen to your concerns and make a written record. The details will be passed to our Complaints Lead. We may contact you to confirm our understanding of the issues you would like us to investigate.
Email and written complaints
Emails and letters will be passed promptly to our Complaints Lead. We will acknowledge your complaint within three working days.
How we investigate
We will contact you to discuss your complaint unless it can be resolved immediately. Any complaint involving clinical care will be discussed with the treating clinician as part of a fair investigation.
We aim to provide a response within 14 working days. If more time is needed, we will explain why and tell you when you can expect a response.
Where a complaint involves complex clinical or legal matters, we may need to seek advice from our insurers, indemnity provider or legal advisers. Relevant information will only be shared where necessary and handled in accordance with our privacy obligations.
Complaining on behalf of someone else
We take patient confidentiality seriously. If you are complaining on behalf of another person, we will normally need their permission before discussing their care or sharing information with you. We will explain what evidence of authority or consent is required.
Time limits
Please raise concerns as soon as possible so that we can investigate effectively. We will normally consider complaints made within 12 months of the treatment, or within 12 months of the patient becoming aware of the issue. We may consider complaints outside this period where there is a reasonable explanation for the delay and it remains possible to investigate fairly.
If you remain dissatisfied
The best outcome is often achieved by working with the practice and the treating clinician. If you are not satisfied with our final response about private dental treatment, you can contact the independent Dental Complaints Service:
Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
Telephone: 020 8253 0800
Website: https://dcs.gdc-uk.org/