Complaints Procedure
St Marks Dental
We're committed to resolving your concerns. Here's how to raise a complaint with us and, if needed, escalate it further.
Last updated: October 20, 2026
Our Complaints Procedure
St Marks Dental takes complaints, concerns, and grievances from our users and stakeholders seriously, and has a dedicated process for handling them.
We ensure that all complaints are addressed fairly, transparently, and in a timely manner.
Contact Information
Phone
Available during business hours
Address
6 Chapel St, Cambridge, CB4 1DY
Response Time
Within 48 hours
Types of Complaints We Handle
Our Complaints Procedure covers complaints related to:
- Website functionality and technical issues
- Content accuracy and disputes
- Privacy and data protection concerns
- Billing and payment issues
- Inappropriate content or behaviour
- Accessibility issues
- Any other concerns about our services
How to File a Complaint
To file a complaint, please provide:
- Your full name and contact information
- Date and time of the incident
- Detailed description of the issue
- Any relevant screenshots or documentation
- Steps you've already taken to resolve it
- Your preferred resolution
Send your complaint to: info@stmarksdental.co.uk with subject line "Complaint - [Brief Description]"
Complaint Resolution Process
Step 1
Acknowledgment - We acknowledge receipt within 24 hours
Step 2
Investigation - We investigate within 5-7 business days
Step 3
Resolution - We propose a solution
Step 4
Closure - We follow up to ensure satisfaction
Escalation Process
If you're not satisfied with the initial response:
Level 1: Initial Review
Initial review and resolution attempt via our Complaints Procedure
Level 2: Management Review
Escalation to senior management for further review
Level 3: External Resolution
Mediation or arbitration if necessary
Level 4: Information Commissioner's Office (ICO)
If your complaint relates to data privacy and you remain unsatisfied with our response, you have the right to lodge a complaint with the ICO — the UK's independent regulatory authority for data protection — at ico.org.uk.
Your Rights During the Complaints Process
- Right to be heard and have your concerns taken seriously
- Right to confidentiality and privacy
- Right to fair and impartial treatment
- Right to timely response and updates
- Right to appeal if unsatisfied
- Right to documentation of the process
- Right to escalate to higher authority, including the ICO for data protection matters
Important Information
- Confidentiality: All complaints are handled confidentially and professionally.
- No Retaliation: We do not retaliate against anyone for filing a legitimate complaint.
- Documentation: Keep copies of all communications for your records.
- Legal Rights: Filing a complaint does not waive your legal rights.
Frequently Asked Questions
Q: How long does the complaints process take?
A: Typically 5-7 business days for investigation and resolution, though complex cases may take longer.
Q: Can I file a complaint anonymously?
A: We prefer to have your contact information to follow up, but you can request anonymity if necessary.
Q: What if I'm not satisfied with the resolution?
A: You can escalate to management review, request external mediation, or, for data protection complaints, contact the ICO.
Q: Will my complaint be kept confidential?
A: Yes, all complaints are handled confidentially and only shared with relevant personnel.
Have a Complaint?
We're here to help. Contact us today to start our Complaints Procedure.
File a Complaint