Complaints Policy

1. Our Commitment

At No1 - The Orthodontic Specialist, we strive to provide excellent care and service. However, if you are dissatisfied with any aspect of your experience, we encourage you to raise your concerns. We take complaints seriously and aim to resolve them promptly and fairly.

2. Making a Complaint

You can make a complaint via any of the following methods:

Email: reception@no1braces.co.uk
Phone: 01332 514 893
Post: No 1 Station Road Mickleover Derby, DE3 9GH United Kingdom
In person at the reception desk

If your complaint is made in person or over the phone, we will offer to refer you to the practice manager or a senior team member as soon as possible.

3. What to Expect

We will:

Acknowledge your complaint within 3 working days
Investigate the matter thoroughly and fairly
Respond with an explanation within 10 working days, where possible
Keep you informed if more time is needed
Document and review complaints as part of our quality assurance

4. Clinical Complaints

If your complaint relates to clinical care or associated fees, we will refer it to the appropriate clinician unless you request otherwise.

5. Support and Accessibility

We are committed to supporting all patients in submitting complaints. If you require assistance due to language, disability, or confidence, please let a member of our team know and we will help you.

6. Learning from Feedback

All complaints are logged, reviewed, and discussed internally. We use the feedback to improve our services and avoid repeat issues. Serious incidents or trends are escalated and addressed at our clinical governance meetings.