Denplan Customer Advisor team
We aim to provide you with a courteous and efficient service. Providing you with clear and accurate information - whether in writing or by telephone - is an important part of our service. Our team of Customer Advisors is there to guide you through your Denplan membership.
If you are dissatisfied with the service we have provided or if you feel that we have made a wrong decision, we will of course try to address your concerns - your feedback is vital to helping us improve.
Please contact our team of Customer Advisors in the first instance and they will try to resolve your complaint. However if you are still unhappy with their response, then we invite you to contact:
The Director of Customer Services,
Denplan Ltd, Denplan Court, Victoria Road, Winchester, SO23 7RG.
We will acknowledge your complaint upon receipt, investigate it and respond to you within 10 working days. We will, of course, keep you informed if there is any unavoidable delay.
The Financial Ombudsman Service
The Financial Ombudsman Service will review your complaint if you remain dissatisfied after we have issued our final decision. Please note that the Financial Ombudsman Service will only review complaints that relate to the insurance element of your chosen dental plan.
The address you need to write to is:
The Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR |
0845 080 1800
enquiries@financial-ombudsman.org.uk
http://www.financial-ombudsman.org.uk |
The Ombudsman will also not usually review a complaint where we gave a final decision over six months ago or your case already involves (or has involved) legal action.
Please note: None of these procedures affect your legal rights.
How Denplan works
Denplan Care is not an insurance scheme but a contract between the patient and dentist that allows your dentist to provide on-going care. (Please see your own contract to confirm any exclusions that might have been agreed.)
Denplan arranges supplementary insurance to cover the cost of treatment required as the result of an accident or temporary treatment in the event of an emergency.
Changing your dentist
The Denplan Care contract is not transferable. If a patient wishes to change dentist a leaving appointment and any outstanding treatment should be completed beforehand. This should simplify the re-registration process.
Clinical opinions can vary between dentists and the new dentist may recommend that certain treatment is completed before a patient is accepted onto the Denplan programme.
Dentist "in-house" complaints procedure
It is a General Dental Council requirement that all dentists have an in-house complaints procedure in place. The majority of queries or concerns can be quickly and amicably resolved using this facility. If having used the in-house procedure a patient remains dissatisfied with the response they receive we will be pleased to assist all parties in trying to achieve a satisfactory outcome.
Denplan’s Complaint Handling Service
Denplan’s complaint service is entirely impartial. We collect all relevant information, including treatment details, clinical records and radiographs from the dentist(s). Copies of all the information, including patient correspondence is made available to the patient’s contracted dentist and we then liaise with them to explore ways in which a solution might be achieved.
Contact us on: (Freephone) 0800 1697220