Complaints Policy

Last Updated: 1st May 2025

At Online Dentist UK, we are committed to providing safe, high-quality care and professional service at all times. We value all feedback, positive or negative, as it helps us improve and better serve our patients. If you are dissatisfied with any part of your experience, we want to know and resolve the matter promptly and fairly.

Our Commitment to You
We aim to:
• Handle complaints professionally, confidentially, and without prejudice
• Resolve issues promptly and clearly
• Learn from feedback to improve our service
• Treat complainants with respect and without discrimination
•Raising a complaint will not affect your access to future care or services with Online Dentist UK

How to Make a Complaint
If you have a complaint about any aspect of our service, please contact us at:
Phone: 02045 724727
Please include:
• Your full name and contact information
• A clear description of your complaint
• Any relevant dates or supporting details
To help us process your complaint efficiently, please also include your full name, date of birth, and the email address used for your consultation.
We recommend submitting complaints in writing where possible so we can ensure a clear record of your concern.

What Happens Next
• We will acknowledge your complaint within 3 working days.
• A senior member of our team will review your concern
• You will receive a full response within 10 working days (or a progress update if further investigation is needed)
• If the complaint relates to clinical care, it will be reviewed by a GDC registered dentist
• Where appropriate, we may ask how you prefer to receive updates on your complaint via email or phone.
• If your complaint is about an urgent issue or clinical safety, we will prioritise it and may contact you directly to resolve it more quickly.

If You’re Not Satisfied
If you are unhappy with our response, you can escalate your complaint to:
Dental Complaints Service
37 Wimpole Street,
London
W1G 8DQ

Record Keeping
All complaints will be recorded, securely stored, and kept for at least 8 years, in line with healthcare regulatory requirements.

Contact Us
If you have questions regarding consent or data protection, please contact us at:
Phone: 02045 724727

© 2025 Online Dentist UK All rights reserved.