Complaints policy

Medical-Dent takes every complaint seriously. Making a complaint will not affect your care. We investigate fairly, confidentially and without unnecessary delay.

Complaints manager

Agnieszka Krawczyk
Medical-Dent, 353 High Street, West Bromwich, B70 9QG
Email: info@medicaldent.uk
Phone: 0121 663 1690

How to complain

Email info@medicaldent.uk or write to the address above. A family member or representative may act with the patient’s consent or another valid legal basis.

How we handle it

We acknowledge complaints within 3 working days and aim to send a full response within 20 working days. If that is not possible we will explain why. For finance complaints we will send a final response, or a letter explaining the delay, no later than 8 weeks after we receive the complaint.

If we have not resolved it

Private dental treatment: Dental Complaints Service, Fifty Paddington, 50 Eastbourne Terrace, London W2 6LG; 020 8253 0800; info@dentalcomplaints.org.uk.

Finance: if your contract is FCA-regulated, you may refer your complaint to the Financial Ombudsman Service if you have not received a final response within 8 weeks of making your complaint. If you are unhappy with our final response, you normally have 6 months from the date of that response to refer your complaint. Exchange Tower, London E14 9SR; 0800 023 4567.

General Dental Council: Fifty Paddington, 50 Eastbourne Terrace, London W2 6LG; 020 7167 6000.

Care Quality Commission: 03000 616161. The CQC does not handle individual patient complaints.

Records

Complaint records are kept securely for the period required by law. Finance complaint records are kept for at least 3 years from the date we received the complaint.