Complaints

Complaints and Dispute Resolution 

Denplan is committed to providing a high standard of service to our customers and dental practices. However, we recognise that sometimes things may not go as expected. 

If you are unhappy with any aspect of the service, you have received, we want to hear from you so that we can investigate the issue and try to resolve it as quickly as possible. 

Denplan works with Simplyhealth Funding Services Limited (SFS) to introduce customers to third party lenders for treatment finance. Denplan is an Appointed Representative of Simplyhealth Funding Services Limited, which is authorised and regulated by the Financial Conduct Authority. 

This page explains how to raise a complaint and how it will be handled. 

What we can help with 

We will investigate complaints relating to the services provided by Denplan or Simplyhealth Funding Services Limited, including matters connected with introducing customers to finance providers. 

However, we are unable to investigate complaints relating to the clinical treatment provided by your dentist or dental practice. Complaints about dental treatment or aftercare should be raised directly with the dental practice that carried out the treatment. 

How to raise a complaint 

You can contact us using any of the following methods: 

Email: [email protected] 

 (please include your contact details and any relevant information about your complaint) 

Request a call back 
Email: [email protected] with your phone number and we will arrange for someone to contact you. 

Post 
Denplan 
Anton House 
Chantry Street 
Andover 
Hampshire 
SP10 1DE 

Information that may help us investigate 

To help us investigate your complaint as quickly as possible, please include the following where available: 

• Your name and contact details 

• Your address or Practi / Denplan account details (if applicable) 

• A description of your complaint 

• Any supporting documents or information 

• Details of what you would like us to do to resolve the issue 

  
  

How we handle complaints 

We aim to resolve complaints as quickly as possible. 

Where possible, we may resolve your complaint within three business days of receiving it. If we are able to resolve your complaint within this timeframe, we will send you written confirmation of the outcome. 

If your complaint requires further investigation, we will acknowledge it and keep you informed of our progress. We aim to provide a final response within eight weeks of receiving your complaint. 

Financial Ombudsman Service 

If your complaint relates to regulated financial services activities carried out by Simplyhealth Funding Services Limited, such as introducing you to a lender for treatment finance, you may have the right to refer your complaint to the Financial Ombudsman Service if: 

• you are not satisfied with our final response; or 

• eight weeks have passed since you raised your complaint and we have not issued a final response. 

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms. 

Financial Ombudsman Service contact details 

Financial Ombudsman Service 

Harbour Exchange Square 
London 
E14 9SR 

Telephone: 0800 023 4567 

Email: [email protected] 

Website: www.financial-ombudsman.org.uk 

Please note that the Financial Ombudsman Service can only consider complaints relating to regulated financial services activities. 

Complaints relating to dental treatment 

If your complaint relates to the dental treatment you received, including the quality of care or clinical outcomes, you should contact your dental practice directly. 

Dental practices are responsible for the clinical care they provide and are best placed to review and respond to those concerns.