Complaints Policy
FAB Teeth Club · Effective date: [To be inserted at launch] · Version: 0.1 (draft for review)
We are committed to providing an excellent membership experience. If something falls short, we want to hear about it and put it right. Making a complaint will never affect the quality of care or service you receive.
1. Getting your complaint to the right place
Your membership involves two distinct providers, so we separate complaints by their nature to get you to the right party quickly:
| Your concern is about | Raise it with |
|---|---|
| Clinical care — diagnosis, treatment, clinical staff, quality of care | Your Clinic (your FAB Teeth Network practice), which holds clinical responsibility for your care |
| Membership, billing, the app, FAB Points, the Smile Warranty, Dr Fliss AI | The Club — complaints@fabteethclub.com |
| How your personal data is handled | privacy@fabteethclub.com (see our Privacy Policy) |
Not sure which applies? Contact the Club at complaints@fabteethclub.com and we will route your complaint to the right place.
2. Clinical complaints
Clinical complaints are handled by your Clinic under its own complaints procedure, with escalation where appropriate to its Clinical Director. If you remain dissatisfied after the Clinic's internal process, you may refer your complaint to:
| Body | Remit | Contact |
|---|---|---|
| Dental Complaints Service | Private dental treatment complaints | dentalcomplaints.org.uk · 0208 253 0800 |
| General Dental Council (GDC) | A dental professional's fitness to practise | gdc-uk.org · 020 7167 6000 |
| Care Quality Commission (CQC) | Safety or quality of regulated activity | cqc.org.uk · 03000 616161 |
FAB Teeth Club Ltd is not the clinical provider and has no regulatory standing before the CQC or GDC; we will, where appropriate, help route your complaint to the Clinic.
3. Membership and platform complaints — our process
- Acknowledgement — we will acknowledge your complaint in writing within 5 working days and confirm who is handling it.
- Investigation — your complaint will be investigated thoroughly. We may contact you for further information.
- Full response — we aim to provide a substantive written response within 20 working days. If more time is needed, we will explain why and give a revised timescale.
- Resolution — our response will include our findings, any actions we are taking, an apology where appropriate, and the steps we have taken to prevent a recurrence.
If your complaint cannot be resolved internally, we will advise you of any consumer alternative dispute resolution options available. FAB Teeth Club Ltd is not authorised by the Financial Conduct Authority and complaints about the Club are not within the remit of the Financial Ombudsman Service.
4. Record keeping
All complaints are logged, investigated, and reviewed as part of our quality improvement programme, and records retained securely for a minimum of 10 years.
Contact: complaints@fabteethclub.com · FAB Teeth Club Ltd, 5–6 Well Street, Callington, Cornwall, PL17 7AU