2U Dental Limited

Effective Date: [14/08/2025]

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1. Our Commitment

At 2U Dental Ltd, we are committed to providing high-quality dental care and excellent service. We take all feedback seriously and view complaints as an opportunity to learn, improve, and put things right.

 

2. How to Make a Complaint

If you are unhappy with any aspect of your treatment or the service you have received, please let us know as soon as possible so we can address your concerns quickly.

You can make a complaint:

• In person: At our head office address below

• By telephone: 0203 488 2601

• By email: nick.lewis@2udental.co.uk

• In writing:

Nick Lewis 

Project Director

2U Dental Ltd

9 St Georges Circus

London, SE1 8EH

 

3. Complaints Contact

Complaints Contact Person: Nick Lewis
Email: nick.lewis@2udental.co.uk
Telephone: 0203 488 2601

Nick Lewis will be your main point of contact throughout the complaints process.

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4. What Information to Include in Your Complaint

To help us investigate your complaint efficiently, please provide:

• Your full name and contact details

• Details of your concern or complaint

• Dates, times, and names of any staff involved (if known)

• Any relevant documents, photos, or correspondence

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5. What Happens Next

1. Acknowledgement – We will acknowledge receipt of your complaint within 3 working days.

2. Investigation – We will review your complaint, speak to relevant staff, and gather all necessary information.

3. Response – We aim to provide a full written response within 20 working days. If more time is needed, we will let you know why and give you an updated timescale.

4. Resolution – We will explain our findings, any actions we have taken, and how we plan to prevent similar issues in the future.

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6. If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to the relevant independent body:

For Private Dental Patients:
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon CR0 6BA
Telephone: 020 8253 0800
Website: www.dentalcomplaints.org.uk

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For NHS Dental Patients:
NHS England – London
PO Box 16738
Redditch, B97 9PT
Email: england.contactus@nhs.net

(please state “For the attention of the London regional team” in the subject line)
Telephone: 0300 311 22 33

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You can also contact the General Dental Council (GDC):
37 Wimpole Street, London, W1G 8DQ
Telephone: 020 7167 6000
Website: www.gdc-uk.org

 

7. Confidentiality

All complaints will be handled with sensitivity and in confidence, and in accordance with UK data protection laws.

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8. Learning from Complaints

We regularly review and analyse complaints to identify trends and improve our service. Staff are trained to handle concerns professionally and promptly.

 

2U Dental Ltd
9 St Georges Circus, London, SE1 8EH
Telephone: 0203 488 2601
Email: hello@2udental.co.uk