Complaints Procedure
What should I do if I have reason to complain?
If you are not satisfied with the service your dentist offers, we can help with an impartial complaints handling service. If, however, you are dissatisfied with the service we have provided, we will of course address your concerns.
Your dental payment plan is not an insurance scheme but a contract between you and your dentist. Denplan arranges Supplementary Insurance to cover the cost of treatment required as the result of dental injuries and dental emergencies.
Addressing your concerns with Denplan
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 are there to guide you throughout your Denplan membership.
Please contact our team of Customer Advisors in the first instance and they will try to resolve your complaint. We will acknowledge your complaint upon receipt, investigate it and respond to you within 10 working days. We will keep you informed throughout. If you are still unhappy with our response, then we invite you to contact:
The Director of Customer Services,
Denplan Ltd, Denplan Court, Victoria Road, Winchester, SO23 7RG.
Complaints regarding your dental injury and dental emergency insurance
If you have reason to complain about any aspect of your insurance policy, you should in the first instance document your complaint and send it to:
Insurance Manager,
Denplan Ltd, Denplan Court, Victoria Road, Winchester, SO23 7RG.
Please quote your personal policy or claim number so that your enquiry can be dealt with efficiently.
Should the matter not be resolved to your satisfaction, you can refer your complaint to
The Financial Ombudsman Service,
South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk
Telephone: 0800 0 234 567
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 payment plan.
The Ombudsman will also not usually review a complaint where we have given a final decision over six months ago or your case already involves (or has involved) legal action.
Please note: Our complaints procedures do not affect your statutory rights.
