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<!DOCTYPE html>
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    <title>Complaints Procedure - FORM DENTAL | Boutique Dental Studio</title>
    <meta name="description" content="Our complaints procedure at FORM DENTAL. We are committed to addressing any concerns quickly, courteously and confidentially.">
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                    <div class="logo-main">FORM</div>
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    <!-- Hero Section -->
    <section class="complaints-hero">
        <div class="container">
            <h1>Complaints Procedure</h1>
            <p>We are committed to addressing any concerns quickly, courteously and confidentially</p>
        </div>
    </section>

    <!-- Complaints Content -->
    <section class="complaints-content">
        <div class="container">
            <div class="complaints-intro">
                <p>At Form Dental we are committed to delivering care and service that consistently meet – and ideally exceed – our patients' expectations. When something falls short, we want to know so we can put it right quickly, courteously and confidentially. Listening to feedback (positive or negative) helps us keep improving.</p>
            </div>

            <div class="complaints-sections">
                <div class="complaint-section">
                    <h2>How to share a concern</h2>
                    <div class="complaint-methods">
                        <div class="method-card">
                            <h3>Tell us straight away</h3>
                            <p>Speak to any team member at reception or in surgery – we welcome verbal feedback as well as written complaints.</p>
                        </div>

                        <div class="method-card">
                            <h3>Write to us</h3>
                            <p>65 London Road, Stapleford, Cambridgeshire, CB22 5DG</p>
                        </div>

                        <div class="method-card">
                            <h3>Phone</h3>
                            <p><a href="tel:07817171714">07817171714</a></p>
                        </div>

                        <div class="method-card">
                            <h3>Email</h3>
                            <p><a href="mailto:hello@formdental.com">hello@formdental.com</a></p>
                        </div>
                    </div>
                    <p class="response-time">We will acknowledge written complaints within three working days and, where possible, resolve verbal concerns within 24 hours.</p>
                </div>

                <div class="complaint-section">
                    <h2>Who will deal with your complaint?</h2>
                    <p>Our practice manager serves as the Complaints Manager. If a complaint directly concerns the practice manager or they are unavailable, an alternative colleague will act on their behalf to provide an independent review.</p>
                </div>

                <div class="complaint-section">
                    <h2>What happens next?</h2>
                    <div class="process-steps">
                        <div class="step">
                            <h3>Investigation</h3>
                            <p>Your concerns will be examined in a fair and thorough manner, and a secure, confidential record kept separate from your clinical notes.</p>
                        </div>

                        <div class="step">
                            <h3>Progress updates</h3>
                            <p>If we need more time, we will let you know at least every ten working days how the enquiry is progressing and agree a new completion date with you.</p>
                        </div>

                        <div class="step">
                            <h3>Response</h3>
                            <p>You will receive a written outcome addressing each point raised and, if appropriate, an invitation to meet and discuss practical solutions (for example, remedial treatment, referral, or refund).</p>
                        </div>

                        <div class="step">
                            <h3>Learning</h3>
                            <p>Complaints are reviewed periodically so that trends are identified and service improvements implemented; your care will never be adversely affected because you voiced a concern.</p>
                        </div>
                    </div>
                </div>

                <div class="complaint-section">
                    <h2>Still unhappy? Independent advice</h2>
                    <p>If we have not resolved matters to your satisfaction you can escalate your complaint within 12 months of the treatment – or of becoming aware of the issue – to the agencies below:</p>

                    <div class="independent-agencies">
                        <div class="agency-card">
                            <h3>Dental Complaints Service (DCS)</h3>
                            <p>Phone: <a href="tel:02082530800">020 8253 0800</a></p>
                            <p>Website: <a href="https://www.dentalcomplaints.org.uk" target="_blank">www.dentalcomplaints.org.uk</a></p>
                        </div>

                        <div class="agency-card">
                            <h3>General Dental Council (professional conduct)</h3>
                            <p>Phone: <a href="tel:02071676000">020 7167 6000</a></p>
                            <p>Email: <a href="mailto:information@gdc-uk.org">information@gdc-uk.org</a></p>
                            <p>Online form: <a href="https://www.gdc-uk.org" target="_blank">www.gdc-uk.org</a></p>
                        </div>

                        <div class="agency-card">
                            <h3>Care Quality Commission (CQC)</h3>
                            <p>Phone: <a href="tel:03000616161">03000 616 161</a></p>
                            <p>Website: <a href="https://www.cqc.org.uk" target="_blank">www.cqc.org.uk</a></p>
                        </div>
                    </div>

                    <p class="independence-note">These bodies are independent of Form Dental and can review your complaint if local resolution proves unsatisfactory.</p>
                </div>
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