COMPLAINTS POLICY

If you have a complaint or concern about the service you have received from the laboratory technician or any of the staff working at this laboratory, please let us know.

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How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.

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Complaints should be addressed to Mr Muller van der Westhuizen.

You may ask for an appointment in order to discuss your concerns.

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We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

It will be a great help if you are as specific as possible about your complaint.

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What we will do

We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 14 working days of the date when you raised it with us.

We shall then be able to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to:

• Find out what happened and what went wrong

• Make it possible for you to discuss the problem with those concerned, if you would like this

• Make sure you receive an apology where this is appropriate

• Identify what we can do to make sure the problem doesn’t happen again

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Complaining on behalf of someone else

Please note that we keep strictly to the rules of patient confidentiality.

If you are complaining on behalf of someone else, we must know that you have their permission to do so.

A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

We would like to improve on our services and we will appreciate it if you come directly to us about the points you would like to raise.

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Mr Muller van der Westhuizen can be reached via text on mobile no: 07990 875 899 or email: pddlaboratory@gmail.com

Our laboratory address is: 6, Putteridge Parade, Putteridge Road, Stopsley, Luton LU2 8HP

 

If you are not satisfied by this stage:

You can make a direct complaint about us to an independent body:

General Dental Council
37 Wimpole Street
London
W1G 8DQ
Email: information@gdc-uk.org
Telephone: 020 7887 3800

 

OR to the Dental Technologists Association
PO Box 1318
Cheltenham
GL50 9EA

Email: info@dta-uk.org

Telephone: 01242 461931

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We hope to resolve the problem quickly and to your satisfaction

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