Complaints Handling Procedure
Please remember when making your complaint that it is the philosophy of Dentures Direct Ltd. to use any complaints we receive to improve the service we offer to our patients and also to resolve any issues in a positive and speedy manner. We will endeavour to understand your complaint from your perspective and resolve it fairly.
What to do if you have a complaint :-
1) Raise your complaint with Michelle Drury, either verbally or written. Your complaint will be treated with utmost importance and, although we shall try to resolve matters as soon as possible, guidelines suggest that we acknowledge your complaint within 3 working days and act upon it within 10 working days.
Exceptional circumstances could increase this time-frame. Most satisfaction is gained if your complaint can be resolved at this stage and hopefully you will find no reason to be dissatisfied of the outcome. The details of your complaint will be recorded and kept confidential to only those parties involved.
2) If unhappy with the resolution offered by Mrs. Michelle Drury, ask for your complaint to be heard by practice manager Mr. Ian Drury who will listen from a third person point of view and without prejudice. Within the timescale as mentioned in “1” above, Ian Drury will seek to gain a successful and positive resolution.
3) If still unhappy with the resolution, you can contact the “Dental Complaints Service” for further advice this is a free and impartial service funded by the General Dental Council , the organisation that regulates dental professionals in the UK. Their contact details are :-
Tel; 020 8253 0800 website:- https://dcs.gdc-uk.org/
Dental Complaints Service
37 Wimpole Street
Call today to make an appointment
0115 845 2407
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I met Michelle 5 years ago after seeing her advert and she made my first dentures, we seemed to click together straight away, as she saw my fear of the dentist.
5yrs on I have my new set, and the same Michelle is still around, I hope for a long time!
Everything about Dentures Direct is very professional.
Very happy with new dentures.
A very big thank you to all concerned
I was pleased with the treatment made and fitted. My friends all remark on how well they look.
I will recommend your services to all my friends and cannot fault your clinic at all.
Thank You for all you have done for me. Best Regards
Just briefly to say i was totally happy with the experience.
The friendliness and professional way you treated me.
I would have no problem at all in recommending your services to any of my friends or family
I would just like to say a big thank you to you and your staff.
I was very pleased with the service I received.
Thank you is a small word that doesn’t seem to relay exactly what you have done for me. You have not just given me a super smile as well as much needed facial support, but so much more.
Thank You for all the care, sensitivity and the attention to detail you all have given m,e which is second to none. I feel you all gone above and beyond.
Yours gratefully and hopefully now a friend.