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Complaints Procedure

Last updated: 9 May 2026

At Smile Success, we take all complaints seriously and aim to resolve concerns quickly, fairly, and confidentially. We see complaints as an opportunity to improve our service.

This page explains how to make a complaint, what we will do, and where you can go if you are not satisfied with our response.

1. How to make a complaint

You can complain in any of the following ways:

You don't need to put your complaint in any particular format. Please include your name, contact details, what happened, when it happened, and what outcome you would like.

2. What happens when you complain

Step 1

Acknowledgement within 3 working days

We will acknowledge your complaint in writing (by email or post, your choice) within 3 working days of receiving it.

Step 2

Investigation

Our Complaints Manager will investigate your complaint. This usually involves reviewing your clinical records and speaking to the staff involved. You may be invited to a meeting if that would help us understand your concerns better.

Step 3

Written response within 10 working days

We aim to provide a full written response within 10 working days of acknowledging your complaint. If the investigation is more complex, we will let you know and give you a revised timeframe (usually no longer than a further 10 working days).

Step 4

Outcome

Our written response will explain what we found, what (if anything) we are going to do as a result, and what your options are if you are not satisfied with our response.

3. If you are not satisfied with our response

If you have completed our internal process and are not satisfied with the outcome, you can refer your complaint to one of the following bodies, depending on the nature of your complaint:

Dental Complaints Service (DCS) — for private dental treatment The Dental Complaints Service is a free, impartial service funded by the General Dental Council to help private dental patients and dental professionals settle complaints about private dental care.

Telephone: 020 8253 0800 (Mon–Fri 9am–5pm)
Website: dcs.gdc-uk.org
Address: Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
General Dental Council (GDC) — for concerns about a dental professional's fitness to practise If your complaint relates to a dental professional's clinical conduct or fitness to practise (rather than the standard of treatment), you can contact the GDC.

Telephone: 020 7167 6000
Website: gdc-uk.org
Address: 37 Wimpole Street, London W1G 8DQ
Care Quality Commission (CQC) — for concerns about quality and safety of care The CQC regulates dental services in England and welcomes information about people's experiences of care.

Telephone: 03000 616161
Website: cqc.org.uk

4. Confidentiality

All complaints are handled confidentially in line with our Privacy Policy. Information about your complaint is shared only with people who need to know in order to investigate and respond.

5. Time limits

You should normally complain as soon as possible after the event you are unhappy about. Most complaints bodies (including the Dental Complaints Service) ask you to raise concerns within 12 months of the treatment in question, or within 12 months of becoming aware of the issue.

6. Children and vulnerable adults

If you are complaining on behalf of a child under 16, or an adult who lacks capacity to complain themselves, please tell us your relationship to the patient and we will guide you through the process.

7. Records

We keep a record of all complaints and how we resolved them. This is reviewed regularly to identify learning points and improve our service. Records are kept for at least 10 years in line with NHS / GDC guidance.

8. No detriment

Making a complaint will not affect your future treatment at Smile Success. We are committed to listening, learning, and improving.