Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently and politely as possible. We take complaints very seriously, investigating them in full and fair way and take great care and protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure. 

If you are not entirely satisfied with any aspect of our care or service, we asked you to let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. We aim to resolve any complaints within 30 days.

Ms Iwona Pospiech–Singh is the Complaints Manager and will be your first contact to assist you with any complaints. 

You can send their complaints to info@knightdentalhygienegroup.co.uk

If the Complaints Manager is not available, we will take a brief detail about your complaint and we will get back to you as soon as we can. We will keep comprehensive and confidential records of your complaint and store it securely. Your complaint records will only be accessible by those who need to know about their complaint.

 If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you to inform you of the reason for any delays, the progress of the investigation and if known the proposed date it will be completed.

When the investigation has been completed you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be offered practical solutions. These solutions could include refunding fees paid or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That is why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to your complaint, you can take the matter further. Please see the table below.