Feedback to Help Us
At Artiste Studios - L'Orthodontiste, we believe in providing good quality care and service. We strive to meet and exceed your expectations each and every time, and if we have fallen short, we would sincerely like to know and hope to rectify it to the best of our ability.
If you have a concern about the service you have received from any member of our team, please let the team member know directly and they will try to help you. If you like to provide a confidential feedback to help us improve, please provide it with details below. Please also state if you wish for someone to get back to you.
HOW TO COMPLAIN
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. This will enable us to establish what happened more easily. Please let us have details of your complaint within one month of the incident, as it will be difficult to establish relevant facts beyond that timeframe.
If you like to make a complaint, please make sure the complaints are addressed as follows to ensure it is routed properly.
Email (Preferred method for faster response):
Email Subject: Complaint - [Insert your Full Name].
Complaint - [Insert your Full Name]
4 Hammersmith Broadway
London W6 7AL
Please include the following:
Your name, address and date of birth
If you have many issues you would like addressed, please list and number your concerns
Please make clear what you expect as an outcome of your complaint
WHAT WE WILL DO
We shall acknowledge your complaint or concern within three working days of receipt. We will investigate your complaint within 25 working days. We shall then offer you an explanation and/or request a meeting to discuss the complaint. In investigating your complaint we shall aim to:
Establish the facts
Make it possible for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the problem doesn't happen again
If you disagree with the response from your complaint, you may appeal to The Practice Manager at the above address. The Practice Manager may personally or appoint a member of the management team to address your concerns. Please include all relevant details as the appeal decision is final.
COMPLAINING ON BEHALF OF SOMEONE ELSE
If you are writing on behalf of someone else, please include your own name and address, as well as the patient’s details. We will also need to have written consent from the patient whenever disclosure of personal information is necessary, so please include his/her agreement to the content of the complaint. If the patient is unable to provide written authorisation because of ill health, please contact us for advice.
Our General Terms and Conditions and any other agreements that you have entered into with us will continue to apply and you will receive the same level of care and service throughout this process.