Complaints Policy
We strive to provide the highest quality dental care and excellent customer service. We value your feedback and take
complaints seriously. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
This Complaints Policy outlines our commitment to addressing and resolving any concerns or complaints you may have
regarding our services.
1. Making a Complaint:
If you have a complaint, we encourage you to bring it to our attention as soon as possible. You can make a complaint
by:
– Speaking directly to a member of our staff. If a patient complains by phone or at reception, we will listen to their
complaint and offer to refer him or her to the complaints manager immediately. If the complaints manager is not
available at the time, then the patient will be told when they will be able to talk to the managers.
The people responsible for dealing with any complaint about the service we provide are Shelley Belgrove and Felix von
Nathusius.
– Sending an email to info@hellowello.co.uk
– Submitting a written complaint by post to our practice address.
25 Station Place
Cambridge
CB1 2FP
2. Complaint Handling Process:
Upon receiving your complaint, we will acknowledge it within 3 working days and provide you with a reference number
for future correspondence. Our complaints handling process involves the following steps:
– Investigation: We will thoroughly investigate your complaint, gathering all relevant information and speaking with any
staff members involved.
– Communication: We will keep you informed about the progress of the investigation and provide updates on the
expected timeframe for resolution.
– Resolution: We will aim to resolve your complaint promptly and fairly. Within 10 working days. If necessary, we may
request additional information or arrange a meeting to discuss the matter further.
– Response: Once the investigation is complete, we will provide you with a written response that addresses your
concerns and outlines any actions taken or proposed resolutions.
3. Confidentiality and Privacy:
We treat all complaints with the utmost confidentiality and respect your privacy. Your personal information will only be
used for the purpose of investigating and resolving your complaint.
4. Escalation:
If you are not satisfied with the outcome of your complaint, you may request a review by a senior member of our team or
contact the relevant regulatory body or dental association.
5. Continuous Improvement:
We view complaints as an opportunity to learn and improve our services. We will analyse the nature of complaints
received and take appropriate measures to prevent similar issues from recurring in the future.
6. Documentation:
We will maintain records of all complaints received, including details of the complaint, investigation process, and
outcomes. These records will be securely stored and handled in accordance with applicable data protection laws.
7. Feedback:
We welcome your feedback on our complaints handling process. If you have any suggestions or recommendations for
improvement, please let us know.
Contact Information:
To make a complaint or discuss any concerns, please contact us using the following details:
– Wello
– Complaints Email: info@hellowello.co.uk
– Practice Address: 25 Staion Place, Cambridge, CB1 2FP
– Phone: TBC
We are committed to resolving complaints promptly, fairly, and in a manner that ensures your satisfaction. Your
feedback is invaluable in helping us maintain the highest standards of care and service.
If Patients are not satisfied with the result of our procedure, then a complaint may be made to:
The Dental Complaints Service,
The Lansdowne Building, 2 Lansdowne Road, Croydon, London CR9 2ER
Telephone 08456 120540 for complaints about private treatment.
