Complaints

At Parallel Dental, your feedback matters. We are committed to resolving concerns promptly and respectfully to ensure your continued confidence in our care.

Who Handles Complaints?

The Practice Manager is the designated person responsible for managing all patient complaints regarding our service.

How to Make a Complaint

• In Person or by Phone:
  If you raise a concern at the reception desk or over the phone, our team will listen carefully and offer to connect you with the Practice Manager immediately.
  If the Practice Manager is unavailable, we will inform you when they will be able to speak with you and arrange a convenient time. If you prefer not to wait, another senior team member will be assigned to assist. Our staff will take brief notes of your complaint and ensure they are passed to the appropriate person.
• In Writing:
  If your complaint is submitted via letter or email, it will be forwarded directly to the Practice Manager without delay.
• Clinical Complaints:
  If your concern relates to any aspect of clinical care or associated fees, it will typically be referred to the treating dentist for a direct and appropriate response.

What to Expect After You File a Complaint

• Acknowledgement: You will receive a written acknowledgement of your complaint within two working days, along with a copy of our complaints policy.
• Investigation: We aim to investigate and respond within ten working days. If more time is required, we will keep you informed of the reason for the delay and the expected timeline.
• Outcome: After the investigation, a written summary of our findings and any actions taken will be sent to you.

All complaints are documented and reviewed as part of our commitment to continuous improvement.

If You’re Not Satisfied

If you are unhappy with the outcome of your complaint, you have the right to escalate it to an external body for independent review. Details will be provided in our final response or upon request.