Complaints Policy

Our approach

At Transform Dental, we are committed to delivering a high standard of care and

service. If something does not meet your expectations, we encourage you to let us

know. We view complaints as valuable feedback that helps us improve our services and

maintain patient trust. Our aim is to handle all concerns promptly, fairly, and

respectfully, working towards a satisfactory resolution as quickly as possible.

Our commitments

We are committed to ensuring that all patients are treated with courtesy, fairness, and

understanding at all times. We will provide clear information about how your complaint

will be handled, keep you informed of progress, and ensure you understand the

expected timeframes involved. Where necessary, we will also inform you of your right

to escalate your complaint.

Our Complaints Manager will handle all concerns with sensitivity and confidentiality

wherever possible. They will remain approachable, responsive, and committed to taking

all concerns seriously. The Complaints Manager is Toni Higgins, who can be contacted

at toni@transformdental.co.uk.

Regulatory standards

We operate in line with the requirements of the General Dental Council and, where

finance-related services are involved, the Financial Conduct Authority. In applicable

cases, we follow the Financial Conduct Authority’s complaints handling rules.

How to make a complaint

You can raise a concern in person at the clinic, by telephone, or in writing via email or

letter. For Wilmslow, you can call 01625 403673 or email info@transformdental.co.uk,

or write to Transform Dental, 144 Knutsford Road, Wilmslow, Cheshire, SK9 6JP. For

Liverpool, you can call 0151 271 0100, email info@transformdentalliverpool.co.uk, or

write to Transform Dental, 77–79 Victoria Street, Liverpool, L1 6DG.

If someone is making a complaint on your behalf, we may require your consent before

proceeding.

How we handle complaints

If a complaint can be resolved quickly, within two working days, we will confirm the

outcome in writing and inform you of your right to escalate the matter if you remain

dissatisfied.If your complaint requires further investigation, we will acknowledge it within two

working days and aim to provide a full response within two weeks. If there are any

delays, we will explain the reasons, provide a revised timeframe, and keep you updated

on progress.

Outcomes and resolution

Following our investigation, we will provide a written response outlining our findings,

whether the complaint has been upheld, and any actions taken as a result.

Keeping records

All complaints are recorded to help us monitor our performance, identify any recurring

issues, and continuously improve our services.

Escalating your complaint

If you are not satisfied with our response, you may escalate your complaint to the

Financial Ombudsman Service for finance-related concerns, or to the General Dental

Council for professional or clinical matters.

Website: www.financial-ombudsman.org.uk , phone: 0800 023 4567 or 0300 123 9123 ,

Address: Exchange Tower, London E14 9SRGeneral Dental Council (GDC)

Website: www.gdc-uk.org, phone: 020 7167 6000 , W1G 8DQ

Address: 37 Wimpole Street, London,

Data protection

We handle all complaint information in accordance with data protection laws. Your

information will be kept secure and confidential, only shared where necessary, and

retained in line with legal requirements.

Staff responsibilities

All team members are expected to understand this policy, follow the complaints

process, and participate in any relevant training to ensure complaints are handled

effectively.

Patient rights

As a patient, you have the right to receive safe and professional care, to be provided

with clear information about your treatment and associated costs, and to be treated with

dignity and respect. You also have the right to have any concerns addressed fairly and

promptly, and to access your records upon request.

This policy is subject to annual review by the Director and Owner, Dr. Hadi

Rajabi. If you believe your rights have not been respected, or if you have any

concerns about the care you have received, we encourage you to get in touch

with us.