Complaints

If something has gone wrong with an answer, a booking or a visit, tell us. We reply within 2 working days.

How to raise it

In the app, open the visit and tap Raise a problem, or email [complaints address]. Within 14 days of a stabilisation visit, the practice reviews the work at no cost.

What happens next

• We open a ticket and share it with the practice if it involves the visit.
• Our clinical lead reviews any complaint about a dentist's answer.
• We aim to resolve it within 20 working days and tell you the outcome in writing.

If you are not satisfied

Complaints about private dental treatment can go to the Dental Complaints Service. Concerns about a dentist's fitness to practise can go to the General Dental Council.

Money

If a refund is due under the patient terms, we issue it the same day through the payment provider.

This draft goes through the consumer-terms fairness check, the regulatory review and the ASA copy review before the site is public. Bracketed items are placeholders.