Complaints Policy

How we handle your complaint.

At Luxe Smile, we are committed to providing exceptional patient care and a high standard of dental treatment. However, we understand that occasionally concerns may arise, and we take all complaints seriously.

Our aim is to resolve complaints promptly, professionally, and fairly, ensuring every patient feels heard and supported throughout the process.

Contacting Us

If you would like to raise a concern or make a complaint, please contact us using one of the methods below. We will always aim to resolve complaints as quickly as possible, ideally within 3 working days.

By telephone: 0161 327 4814
By email: manager@luxesmile.co.uk
By post: Luxe Smile, 705 Oldham Road, Manchester, M35 9AT.

If you require assistance making your complaint or would like this information in an alternative format, please let us know and we will do our best to accommodate your needs.

If your complaint relates to finance or payment arrangements, including monthly repayments, interest, or charges, you may need to contact your finance provider directly.

What Happens Next

Initial Resolution

Where possible, we aim to resolve complaints within 3 working days. If this is achieved, we will send written confirmation outlining the resolution.

Complaint Investigation

If your complaint cannot be resolved immediately, we will acknowledge your complaint in writing and begin a full investigation.

We may contact you for further information to help us understand your concerns fully. During the investigation process, we will keep you updated on our progress and provide regular communication where necessary.

In some cases, if your complaint relates to a third-party provider or finance company, we may need to refer the matter to them. If this happens, we will inform you and provide their contact details.

Final Response

We aim to provide a final written response within 8 weeks, although we strive to resolve concerns much sooner whenever possible.

Our final response will include:

• The outcome of our investigation
• Any actions we intend to take to resolve the matter
• A clear explanation if we do not uphold part or all of the complaint
• Information about further steps you may take if you remain dissatisfied

Escalating Your Complaint

If you are not satisfied with our final response, you may contact the relevant independent organisations below.

Dental Complaints Service (DCS)

The Dental Complaints Service provides a free and independent service for complaints relating to private dental treatment.

Website: Dental Complaints Service
Email: info@dentalcomplaints.org.uk
Telephone: 020 8253 0800
Address: Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ

Care Quality Commission (CQC)

The CQC regulates health and social care services in England. While they do not resolve individual complaints, they welcome patient feedback regarding care standards.

Website: Care Quality Commission
Telephone: 03000 61 61 61

General Dental Council (GDC)

The GDC regulates dental professionals within the UK and investigates concerns relating to professional conduct and patient safety.

Website: General Dental Council
Telephone: +44 (0)20 7167 6000
Address: General Dental Council, 37 Wimpole Street, London, W1G 8DQ

Financial Ombudsman Service (FOS)

If your complaint relates to a financial product or finance agreement and you remain dissatisfied after receiving our final response, you may refer your complaint to the Financial Ombudsman Service within 6 months.

Website: Financial Ombudsman Service
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Record Keeping

In line with regulatory requirements, complaint records will be retained securely for a minimum period of 6 years.

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