At Allure Face & Smile, we are committed to providing the highest standard of care and a positive patient experience. We take all feedback seriously, and we welcome the opportunity to resolve any concerns quickly, fairly and professionally.

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This policy explains how you can raise a complaint and how we will handle it.

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1. How to make a complaint

If you are unhappy with any aspect of your care, treatment or experience, please let us know as soon as possible so we can put things right.

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You can make a complaint verbally, in writing or by email:

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Complaints Officer:

Dr Monica Pais
Email: allurefacesmile@gmail.com
Address: Allure Face & Smile, 45 Monument Hill, Weybridge, KT13 8RN

If the complaint relates to Dr Pais herself, it will be reviewed by a senior clinician or practice manager at the hosting clinic.

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2. What happens next

We aim to acknowledge all complaints within 3 working days.

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We will then:

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1. Investigate the issue thoroughly, which may include reviewing clinical records, discussing the matter with team members involved, and seeking additional information where needed.

2. Provide a full written response, usually within 10 working days.

3. If the investigation requires more time, we will keep you updated and provide a new expected timescale.

Our response will explain our findings, any actions taken, and any steps we will implement to prevent recurrence.

3. If you are still unhappy

If you feel that your complaint has not been resolved to your satisfaction, you may escalate it to the appropriate external body:

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For private dental care:

Dental Complaints Service (DCS)
Website: www.dentalcomplaints.org.uk
Phone: 020 8253 0800
 

The DCS provides free and impartial help for private dental patients.

For concerns relating to professional conduct:

General Dental Council (GDC)
Website: www.gdc-uk.org
Phone: 020 7167 6000

4. Our commitment

At Allure Face & Smile, we value all feedback as it helps us to improve our care and service.

We treat all complaints confidentially and handle them with sensitivity, professionalism and respect.

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We will never discriminate against a patient who raises a concern.

5. Patient support

If you need support in raising a complaint, you may:

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• Ask a friend or family member to assist you

• Request help from an advocacy service

• Contact the Dental Complaints Service for guidance

We are here to help and will do everything we can to resolve your concerns promptly and compassionately.

Complaints Policy