Scope and Responsibilities

• Emerdency service issues such as our website or app, booking process, fees collected by Emerdency, customer support and communications.
• Clinical issues about examination, diagnosis, treatment, advice, infection control, consent, or fees charged by the treating practice. These are the responsibility of the practice and its dental professionals. We will help you reach the right person and coordinate where appropriate. For private dental care there is a free and independent Dental Complaints Service if local resolution does not succeed.
• Data protection concerns about how Emerdency handles your personal information. You can also complain to the Information Commissioner’s Office if you remain unhappy.

How to Make a Complaint

Please send your complaint in writing so we can investigate thoroughly and liaise with the partner practice if needed:

• Contact form: emerdency.co.uk/contact-form
• Email: info@emerdency.co.uk

If you need help to put your complaint in writing or you require reasonable adjustments, tell us and we will assist.

Please Include:

• Your full name and contact telephone number
• The email address used to book the appointment
• The appointment date and name of the practice
• Your receipt number if available
• A clear description of what happened and the outcome you are seeking
• Any supporting documents

What Happens Next and Timelines

• Acknowledgement: We acknowledge your complaint within three working days, confirm who is handling it, and explain the next steps.
• Investigation: We aim to provide a full written response within seven working days. If the matter is complex or we are waiting for information from the partner practice, we will update you at least every seven working days until we complete our enquiries.
• Decision: We confirm the outcome in writing as soon as the investigation is complete, answer your questions, and explain any remedies we can offer.

How We Investigate

• Service issues: We review booking data and, where available, any relevant communication records such as emails or contact form submissions. Emerdency does not record or store telephone calls or live chat conversations. We also verify that the fees charged by the partner practice correspond with the fixed treatment fees displayed on our website for the initial emergency appointment.
• Clinical issues: With your consent we share relevant details with the treating practice and request a clinical statement, relevant clinical records and an explanation of any diagnosis, treatment or advice. The practice leads any clinical review and decides any clinical remedy.
• Fairness and candour: We approach complaints courteously and promptly, apologise where things have gone wrong, and explain what we will do to prevent a recurrence.

Outcomes and Remedies

Where a complaint about the Emerdency service is upheld, remedies may include an explanation, apology, process change, or refund of Emerdency fees where appropriate. Remedies related to clinical care, treatment outcomes or practice fees are decided by the treating practice.

Independent Escalation if You Remain Dissatisfied

• Private dental care: Dental Complaints Service – Free and impartial. They generally expect you to have tried to resolve matters with the practice first.
• Data protection: If your concern is about how Emerdency uses your data, you can complain to the Information Commissioner’s Office.

Privacy and Confidentiality

We handle complaints in line with the Data Protection Act 2018 and the United Kingdom General Data Protection Regulation, and follow the ICO’s public guidance on making and handling data protection complaints. We will only share information with a partner practice or other body where this is necessary and lawful to investigate your complaint.

Expectations of Behaviour

We understand that complaints can be stressful. We will be polite and considerate, and we ask the same of everyone who contacts us. If behaviour is abusive or threatening, we may limit contact to writing or a single point of contact while we continue to address the substance of the complaint.

Learning and Service Improvement

We review all complaints regularly, identify themes, and use feedback to improve the booking journey and how we coordinate with partner practices. This aligns with recognised dental complaint management expectations.