Dentello Ltd aims to provide a high standard of service to every practice, group and dentist we work with. When something falls short, we want to know, so we can put it right and learn from it.
This policy explains how to make a complaint and what you can expect from us in response.
You can make a complaint by contacting us using the details on this page. To help us respond quickly, please include your name and contact details, what the complaint is about, and what outcome you are looking for.
We ask that you raise a complaint within 12 months of the event, although we may use discretion to consider a complaint raised later. Making a complaint will not affect the service or relationship you have with us.
We will acknowledge your complaint within 3 working days and investigate it properly. We aim to provide a full response within 20 working days. If a complaint is complex and will take longer, we will keep you informed of progress and timescales.
If you are not satisfied with our response, you can ask for the complaint to be escalated and reviewed by a director of Dentello Ltd.
Some complaints can be referred to an external body. Complaints about how we handle personal data can be raised with the Information Commissioner’s Office (ICO).
Concerns about the professional conduct or fitness to practise of a dental professional registered with the GDC can be raised with the General Dental Council at gdc-uk.org.
Where a complaint relates to NHS dental services, the relevant NHS body for the country may be able to help. If an NHS related complaint is not resolved, it can be referred to the relevant ombudsman: the Parliamentary and Health Service Ombudsman in England, or the equivalent public services ombudsman in Scotland, Wales or Northern Ireland.
We treat complaints as a source of improvement. We review them to identify where the service can be made better, so the same issue is less likely to arise again. Any personal data you provide in a complaint is handled in line with our Privacy Policy and used only to investigate and resolve the complaint.
Contact us using the details on this page, including your name and contact details, what the complaint is about, and the outcome you are looking for.
We will acknowledge your complaint within 3 working days and aim to respond fully within 20 working days, keeping you informed if a complex case takes longer.
You can ask for the complaint to be escalated to a director of Dentello Ltd.
Yes. Data handling complaints can go to the Information Commissioner’s Office, conduct concerns about a dental professional registered with the GDC can go to the General Dental Council, and unresolved NHS complaints can be referred to the relevant ombudsman for the country.
Talk to Dentello and we will look into it, or see how the platform works.
No commitment required · Response within 24 hours · No upfront fee under any model