1. Initial Contact: Patients with complaints should first approach the clinic staff or the clinic’s management, Sarah Godbolt providing details of the issue. This can be done in person, via phone, or through email at info@smilenorfolk.co.uk

2. Response Time: The clinic will acknowledge the complaint within 2 working days, and provide an estimated time for resolution.

3. Investigation: The clinic will conduct a thorough investigation, gathering necessary information from all involved parties.

4. Resolution: The clinic will provide a fair and appropriate resolution, based on the findings of the investigation. This could include an apology, a refund, or additional treatment, among other options.

5. Feedback: The clinic will seek feedback from the patient to ensure satisfaction with the resolution.

                 6. Escalation: If the patient is not satisfied with the resolution, they can escalate the complaint to an independent regulatory body such as the General Dental Council (GDC) at the following address:General Dental Council, 37 Wimpole Street, London W1G 8DQ

Phone: 020 7167 6000

Website: www.gdc-uk.org

7. Documentation: All complaints and their resolutions will be documented and stored for future reference and improvement purposes.

8. Continuous Improvement: The clinic will use the feedback from complaints to improve its services and prevent similar issues from occurring in the future.