Complaints
If something has gone wrong, say so.
A complaint that reaches us is one we can put right. Nothing about raising one affects the care you receive.
How to raise it
Tell any member of the team, in person, by telephone, by email or in writing. You do not have to use the word "complaint" for us to treat it as one.
In writing: Regent Orthodontics, 11/11A Regent Street, Newtownards, County Down BT23 4AB. By email: admin@regentorthodontics.com. In person: tell anyone at the practice.
Complaints are handled by Ms Yesica Alves Barreto, Registered Manager, who is at the practice during opening hours.
What happens then
- We acknowledge every complaint in writing within two working days
- We offer you a meeting, explain who will look into it and ask how you want to be kept informed
- We send a full written response within twenty working days
- If a complex case will take longer, we tell you why and keep you updated
- Where we got something wrong, we say so, apologise and explain what we are changing
Complaints can be made by a patient, by a parent, by someone acting on a patient's behalf or with their consent, and by anyone affected by what we do. We make reasonable adjustments for anyone who needs support to complain, and we explain the procedure in a way that suits a child who is complaining themselves.
If our answer does not satisfy you
Our regulator
The Regulation and Quality Improvement Authority (RQIA)
James House, 2–4 Cromac Avenue, Belfast BT7 2JA
registration@rqia.org.uk
You can go to RQIA at any time, whether or not you have complained to us first.
Other routes
- Northern Ireland Public Services Ombudsman (NIPSO). For treatment provided under Health Service arrangements, once we have given you our response. We will also point you to independent advocacy through the Patient and Client Council.
- General Dental Council, 020 7167 6000. Where your concern is about a registered professional’s fitness to practise, rather than about the service.
- Financial Ombudsman Service. A complaint about a credit agreement — the application, the terms, the payments or the lender — goes to the finance provider, and then to the Financial Ombudsman Service. We will help you find the right contact.
If your complaint is that we have mishandled your personal information, you can complain to the Information Commissioner's Office at any time. Our ICO registration number is C1975741. Coming to us first is not a condition, and it does not affect your care.
Who is registered here
- Dr Diego Chavesta Rivadeneyra — Specialist Orthodontist, General Dental Council no. 206244 · Responsible Person
- Ms Yesica Alves Barreto — Orthodontic Therapist · Dental Nurse, General Dental Council no. 269728 · Registered Manager