At Argo Dental Clinic we are committed to providing high-quality dental care to all our patients. We take feedback and complaints seriously and view them as an opportunity to learn, improve our services, and maintain trust and transparency with our patients.
We aim to handle all complaints courteously, efficiently, and promptly so that concerns can be resolved as quickly as possible.
The person responsible for handling all complaints in the practice is Sean Woon Sam.
Complaints made verbally
If you make a complaint in person or by telephone, we will listen to your concerns and, where possible, attempt to resolve them immediately. If the Complaints Lead is not available, a team member will record your details and a brief description of your complaint.
Your complaint will be acknowledged within 3 working days, and arrangements will be made for the Complaints Lead to contact you directly. You can call the practice on 01743 362 501.
Complaints made in writing or by email
Written and emailed complaints will be passed immediately to the Complaints Lead, who will acknowledge receipt within 3 working days of receiving your correspondence. You can email us at shrewsbury@argo-dental.co.uk.
Investigation and response
We will make every effort to resolve your complaint within 10 working days of acknowledgment. If the investigation is likely to take longer (for example, where clinical advice is required), we will inform you of the reason for the delay and agree on an updated timescale with you. If your complaint involves clinical care or treatment, the matter will usually be referred to the treating dentist, unless you specifically request otherwise.
Once our investigation is complete, we will contact you via your preferred method (letter, email, or telephone) to share our findings and any actions taken.
Where necessary, we may seek advice from our indemnity provider, insurer, or legal adviser to ensure a fair and compliant response. In such cases, only relevant information will be shared, and confidentiality will be maintained at all times.
Download our complaints policy
A full copy of our complaints policy is available to download below.
