Complaints Procedure

Complaints Procedure & Code of practice policy

Complaints Procedure & Code of Practice Policy at Gaeta Dental Laboratory is committed to providing high quality dental restorations. If something is not right, we need you to tell us about it. Without feedback we are unable to keep improving our service and products. This will Help us improve our standards.

Our Complaints Procedure & Code of Practice :

If you have a complaint please contact us with the details.An informal complaint or feedback may be given by telephone (01908 614156)

Alternatively a letter or email may be forwarded to us at : 

What will happen next?

*We will log your complaint and try to rectify it immediately or explain the steps we will take to do so.

*If received in writing we will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.We will then investigate your complaint. This will normally involve passing your complaint to the Director, who will review your matter.
*A Director will then invite you to a meeting or arrange a meeting to visit you to discuss and hopefully resolve your complaint. This will be carried out within 14 days of sending you the acknowledgement letter. 
*Within three days of the meeting, the Director will write to you to confirm what took place and any solutions that have been agreed with you. 
*If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
*At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director unconnected with the complaint or an independent party to review the original decision and try to agree an alternative amicable solution. If we have to change any of the timescales above, we will let you know and explain why.
*In the event of mediation failing, “Any dispute or difference arising out of or in connection with this Code shall be determined by the arbitration of a single arbitrator to be agreed between the parties, or failing agreement within fourteen days, after either party has given to the other a written request to concur in the appointment of an arbitrator, by an arbitrator to be appointed by the President or Vice President of the Chartered Institute of Arbitrators.”