At Dr. Ogo Eze Clinics, we are committed to providing exceptional dental care and ensuring that our patients have a positive experience during their visits. However, we understand that there may be instances where you feel dissatisfied or have concerns that need to be addressed. This Complaints Procedure outlines how we handle and resolve complaints to ensure your satisfaction and well-being.

How to Raise a Complaint

If you have a complaint, we encourage you to bring it to our attention promptly. You can raise a complaint through any of the following methods:

1. Verbal Complaint: You may speak directly to a member of our staff or our receptionist during your visit to the clinic.
2. Written Complaint: You can submit a written complaint via email to info@drogoeze.co.uk or by post to our clinic address: 105 Wigmore Street, London W1U 1QY.

When raising a complaint, please provide as much detail as possible, including the nature of the complaint, relevant dates, and any supporting documentation or information.

Complaint Handling Process

Upon receiving your complaint, we will follow these steps to address and resolve it:

1. Acknowledgment: We will acknowledge receipt of your complaint within [specified timeframe, e.g., 3 working days] via your preferred communication method (email, phone call, or letter).
2. Investigation: Our complaints team will thoroughly investigate the matter, which may involve reviewing records, speaking with relevant staff members, and gathering additional information if necessary.
3. Resolution: We aim to resolve complaints promptly and fairly. Depending on the nature of the complaint, resolution may involve corrective actions, explanations, apologies, or other appropriate measures.
4. Communication: Throughout the process, we will keep you informed of the progress and any actions taken. We value transparent communication and will work to address your concerns effectively.
5. Feedback: After resolving the complaint, we may seek your feedback to ensure that you are satisfied with the outcome and to identify any areas for improvement in our procedures or services.

Escalation

If you are not satisfied with the initial resolution or handling of your complaint, you have the right to escalate the matter. You can request a review by a senior member of our management team or contact relevant regulatory bodies or ombudsman services if applicable.

Confidentiality and Privacy

We treat all complaints with confidentiality and handle personal information in accordance with data protection regulations. Your privacy and confidentiality are important to us, and we take appropriate measures to safeguard your information throughout the complaints process.

Contact Us

If you have any questions about our Complaints Procedure or wish to raise a complaint, please contact us using the following details:

Email: info@drogoeze.co.uk
Phone: +44 2038805993
Address: 105 Wigmore Street, London W1U 1QY

We are committed to addressing your concerns promptly and ensuring that your experience with Dr. Ogo Eze Clinics meets your expectations. Thank you for entrusting us with your dental care.