We'd like to put things right
If you're unhappy about the care you've received from your dental practice, or the service you've received from Denplan, we want to know about it.
What to do if you're unhappy with the service you've received from Denplan
We're sorry that you feel we've let you down, and we'd love the opportunity to put this right. We strive to offer you a courteous and efficient service at all times. This includes providing you with clear and accurate information, both in writing and over the telephone.
Please let us know what went wrong by calling our Customer Advisor team on 0800 401 402, between 8.30am and 5.30pm Mondays to Thursdays, or 8.30am to 4.30pm on Fridays. Our team will do their very best to investigate and resolve your issue within 10 working days.
If you're still unhappy after speaking to our team, please let us know by contacting:
The Head of Customer Services,
You can also email us at email@example.com.
What to do if you're unhappy with the treatment you've received from your dental practice
We know that things go wrong from time to time, and that you may, at some point, have issues with your dental practice. If this is the case, we always advise that you contact your practice before you do anything else, as they may be able to resolve things for you.
Let your dental team know about the problem, and how you're feeling because of it, either in person, in writing or by phone, and make sure you keep a record of this correspondence.
You should receive a response from your dental team within 14 working days. Hopefully this will help you to resolve any issues, but if not, or if you don't receive a response, you can contact our Customer Advisor team for guidance on what to do next, and for referral to our impartial complaints handling service.
What to do if you have a complaint regarding your dental injury and dental emergency insurance
In the unlikely event that you have reason to complain about any aspect of your Supplementary Insurance policy, your complaint should be documented with your personal policy or claim number, and sent to:
The Insurance Manager,
We will then do our best to resolve this issue for you. If this resolution is not to your satisfaction, or we have not replied within eight weeks, you can refer your complaint to The Financial Ombudsman Service, via:
The Financial Ombudsman Service,
Telephone: 0800 023 4567 (free on mobiles and landlines) or 0300 123 9123 (calls cost no more than calls to 01 and 02 numbers)
Please note: that the Financial Ombudsman Service will only review complaints that relate to the insurance element of your chosen dental payment plan.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you have six months to do so, starting from the date Denplan’s final response letter was sent. If you do not refer your complaint in time the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
If you bought the policy online and you wish to make a complaint, you can use http://ec.europa.eu/odr which is the European Commission’s Online Dispute Resolution (ODR) platform. The ODR platform will not resolve your complaint, but provides an alternative way to access the Financial Ombudsman Service.
Please note: Our complaints procedures do not affect your statutory rights.