It is our aim at Discovery Dental Care to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Stacey Andrews is our Complaints Manager and will be your personal contact to assist you with any complaints. Our complaints manager will acknowledge it in writing within 2 weeks. We ask for all in complaints in writing, please contact the complaints manager at [email protected] Telephone: 01382225421
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If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments 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’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts
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Discovery Dental Care‍
1 West Bell Street
Dundee,
Scotland,
DD1 1EX
United Kingdom
Telephone: 01382 225421
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GDC contact details
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by using the contact information below.

‍General Dental Council, Fifty Paddington, 50 Eastbourne Terrace, London, W2 6LG, Email: www.gdc-org.uk , Telephone: 0845 222 4141 or 020 7887 3800‍


Financial Ombudsman Service rights:
Financial Ombudsman - https://www.financial-ombudsman.org.uk , [email protected], Call the helpline on 0800 023 4567. If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.