Complaints Procedure
At Moonz Orthodontics, we always aim to provide the very best care and service. However, if something hasn’t met your expectations, we want to know so we can put it right and continue improving.
If you have a concern or wish to make a complaint, please contact our Complaints Manager, Diego Rodrigues Santos, who will be your main point of contact throughout the process. You can reach him:
We’ll acknowledge your complaint within two working days and do our best to resolve it quickly, fairly, and confidentially. If the investigation takes longer than expected, we’ll keep you updated every ten working days to explain the reason for the delay and give you a new expected completion date.
If Diego is unavailable when you contact us, we’ll take brief details of your concern and arrange a meeting with you as soon as possible to discuss it further. Once the investigation is complete, we’ll send you a written summary of our findings and invite you to meet with us to review the outcome and any solutions we can offer. These might include replacing treatment, refunding fees, or referring you for specialist care.
We review and learn from all feedback to continually improve our services.
If you’re not satisfied with our response, you can contact:
- Dental Complaints Service (for private patients): dcs.gdc-uk.org | 020 8253 0800
- General Dental Council (GDC): www.gdc-uk.org | information@gdc-uk.org | 020 7167 6000
- Care Quality Commission (CQC): www.cqc.org.uk | 03000 616161
