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Complaints Policy

Our mission: taking the stress out of aligners

Complaints Policy 

  1. Purpose

The purpose of this Complaints Policy is to provide a clear and transparent framework for addressing complaints received by The ClearOrtho Ltd.  We are committed to delivering high-quality services and maintaining strong relationships with our clients. This policy aims to ensure that all complaints are handled fairly, promptly, and effectively.

  1. Scope

This policy applies to all clients, dental professionals, and stakeholders who interact with the ClearOrtho Ltd. It covers complaints related to our services, products, staff conduct, and any other aspects of our operations.

 

  1. Policy Statement

At The ClearOrtho Ltd, we value feedback and view complaints as an opportunity for improvement. We are dedicated to:

  • Responding to complaints in a timely and respectful manner.
  • Investigating complaints thoroughly and impartially.
  • Taking appropriate action to resolve complaints and improve our services.
  • Maintaining confidentiality throughout the complaints process.
  1. Definition of a Complaint

 

A complaint is defined as any expression of dissatisfaction regarding the services or products provided by The ClearOrtho Ltd.  This includes, but is not limited to:

  • Quality of work or products.
  • Timeliness of service.
  • Staff conduct or communication.
  • Billing or financial issues.
  1. How to Make a Complaint

Clients and stakeholders can make a complaint by following these steps:

  • Informal Resolution: If possible, we encourage individuals to raise their concerns directly with the staff member involved. This may lead to a quick resolution.
  • Formal Complaint: If the issue is not resolved informally or if the complainant prefers a formal process, they can submit a written complaint via the following methods:

Email: Send an email to Admin@Theclearortho.com

Mail: Write to us at  

The ClearOrtho Ltd

Unit 11a, Bridge Works, 

Bridge Rd, Camberley 

GU15 2QR

 

  1. Information to Include in a Complaint

To ensure a thorough investigation, we ask that complaints include the following information:

  • The complainant’s name and contact details.
  • A clear description of the complaint.
  • Relevant dates and details of the incident or issue.
  • Any supporting documentation (e.g., photographs, emails).
  • The desired outcome or resolution.
  1. Acknowledgment of Complaints

All formal complaints will be acknowledged within 5 working days of receipt. The acknowledgment will include details of the complaints process and the name of the person handling the complaint.

  1. Investigation Process

Upon receipt of a formal complaint, the following steps will be taken:

  • Assessment: The complaints officer will assess the complaint to determine the appropriate course of action.
  • Investigation: A thorough investigation will be conducted, which may include gathering information from relevant staff, reviewing records, and consulting with the complainant.
  • Resolution: Once the investigation is complete, the complainant will be informed of the outcome in writing, including any actions taken to address the issue.
  1. Timeframe for Resolution

We aim to resolve complaints as quickly as possible. The ClearOrtho Ltd strives to provide a full response within 20 working days of the acknowledgment of the complaint. If more time is needed, we will communicate this to the complainant along with the reasons for the delay.

  1. Escalation Process

If the complainant is not satisfied with the resolution provided, they have the right to escalate the complaint. The escalation process includes:

  • Requesting a review of the complaint by a senior member of management.
  • Submitting the complaint to an external regulatory body or professional association, if applicable.
  1. Record Keeping

All complaints will be recorded and maintained in a confidential manner. This record will include details of the complaint, investigations conducted, outcomes, and any actions taken. The ClearOrtho Ltd will use this information to identify trends and areas for improvement.

  1. Review of Policy

This Complaints Policy will be reviewed biannually or in response to significant changes in operations or legislation. Updates will be communicated to all staff and stakeholders.

  1. Conclusion

At The ClearOrthio Ltd,  we take complaints seriously and are committed to resolving them effectively to enhance our services and client satisfaction. We encourage open communication and feedback to continuously improve our operations.

 

Policy Adoption Date: 1 January 2025  

Last Reviewed: 1 February 2025  

Next Review Date: 1 February 2027