Complaints Procedure

Our Aims

1. We aim to provide all lay and professional clients a good service at all times. However, in the event that you are dissatisfied with the treatment you have received from a member of our staff, we wish to provide a remedy. This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in Dr Implants. 

What should I do if I have a complaint?

2. Initially, you should contact the person responsible, by telephone, if possible, because your complaint may have arisen from a misunderstanding, which could be resolved informally and without the need for you to resort to our full complaints procedure. If you think the matter cannot be resolved to your satisfaction in this informal way, then you can make a formal complaint to the Director of Dr Implants.

What is the complaint’s procedure?

3. You should make your complaint to us, in writing, by sending us an email to info@drimplants.co.uk 

 

4. You should address you letter or email to the Director of Dr Implants and provide the following details: your name and address, contact details, identify which member of staff you are complaining about, set out the details of your complaint, and indicate what you would like done about it.

 

5. If you consider yourself to have a disability that affects your ability to formulate or pursue a complaint, please let us know and we will discuss alternative arrangements with you.

6. Director of Dr Implants will determine what has gone wrong. If the matter raises issues that, in the opinion of the Director of Dr Implants, requires an investigation to determine the facts, he will conduct the investigation himself to investigate the complaint.

7. You should receive an acknowledgement of your complaint and details of who will be investigating your complaint in writing within 5 working days of receipt.

8. The investigator can ask the person against whom the complaint to make representations, can access all the relevant documents, may invite witnesses for an interview, and may need to contact you for further information.

9. Director of Dr Implants or the investigator will then produce a report based on what has been supplied as soon as possible, ordinarily within 14 days of the receipt of the complaint. If it is not possible to meet this deadline, Director of Dr Implants will write to you to let you know when the investigation is expected to be concluded.

10. Director of Dr Implants will consider the report and write to you, setting out the nature of the investigation. He will inform you whether he upholds the complaint or rejects it, setting out the reasons why. When a complaint is upheld, the letter will set out or include a proposal for resolving the complaint.

Confidentiality

11. All documents, conversations, and records relating to the complaint will be treated confidentially and retained for 6 years. They will only be disclosed as necessary: normally only to the person complained about, the investigator and in response to a specific request

 

Management of client services

12. To ensure we provide our clients with the best possible service at all times, we keep a record of all complaints made and the outcomes. Our Management Committee may inspect this record to ensure compliance with our procedure and with a view to improving the service we provide.