What to do if you have a complaint
We welcome all feedback and take any complaints from our members seriously. If you consider that we have failed to provide the service you expected, it’s important that you get in touch with us. Following the steps below will help us understand your concerns so we can investigate them fully and provide you with our response.
Complaints process
If you are unhappy with any aspect of your membership, claim or service you have received there are a number of ways to get in touch:
If you prefer to speak with us and the matter is concerning a request for assistance, please contact our Dentolegal advice line.
Dentolegal telephone lines are open Monday - Friday 08:30-17:30.
Or if the matter is concerning any other service relating to your membership, please contact Member Services.
Member Services telephone lines are open Monday - Friday 08:00-18:30.
Calls may be recorded for monitoring and training purposes.
It is important to us that we protect your data and confidentiality. To process your query as efficiently as possible we will require confirmation of a few security details such as membership number, first line of your address and postcode, date of birth, email address or telephone number.
We aim to resolve your complaint as quickly as possible. If we are unable to resolve your complaint within 3 working days following the date of receipt of your complaint we will issue you with an acknowledgement within 5 workingdays. We will aim to provide you with our final response within 8 weeks and will keep you updated no later than 4 weeks following receipt of your complaint.
Please note: complaints relating to the handling of personal data are subject to a separate process. For information about how we use your personal data and your rights, including how to raise a concern or complaint about the way your personal data has been handled, please see our Privacy Notice.
The Independent Complaints Review Service (“ICRS”) - UK Clinical Negligence Claim Complaints only
Dental Protection is a voluntary signatory to the Code of Practice (“the Code”) which is relevant to some Medical Defence Organisations operating in the UK. The Code sets out various principles which must be followed by signatories, including the provision of an Independent Complaints Review Service (“ICRS”).
In respect of UK Clinical Negligence Claims only, as a minimum, our members have the right, after they have exhausted our internal complaints process – to refer a complaint about a decision we have taken not to accept a request for assistance with an indemnity for a UK clinical negligence claim whilst in the benefit of membership, to the ICRS for review. Where a complaint falls within the scope of the ICRS, we will provide members with further details of how to contact the ICRS at the time we issue our final complaint response.