LoSmiles

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Legal

Complaints procedure.

We’d rather hear from you than read about it elsewhere. Here’s how we handle a concern from the moment you raise it.

Last updated: 1 May 2026 · v1.0

The principles we work to

Every concern is taken seriously. Every concern is acknowledged. No-one ever loses access to ongoing care because they have raised a complaint. We learn from every complaint and where appropriate we change our processes.

How to raise a concern

Email customer@losmiles.uk — this routes directly to our UK Patient Liaison and UK clinical lead. Or call our UK number +44 7301 465 868 and ask for the Patient Liaison. Or write to Lo Smiles, Suite 2A, 72 Bridge Street, Manchester, M3 2RJ, United Kingdom.

What we will do

  1. Acknowledge within 2 working days. A named UK staff member will own your concern from start to resolution.
  2. Initial response within 10 working days. We will state our understanding of the concern, what we are looking into, and an expected timeline.
  3. Substantive response within 30 days. Where the concern requires clinical review (e.g. examination of the work, photography review, materials specification check) we may extend this to 60 days; we’ll tell you why and when.
  4. Resolution. We will explain what we found, what we will do (including remedial treatment under warranty where applicable), and any process change we are making as a result.

If you remain unhappy

If our response does not resolve the concern, you can escalate to:

  • The Dental Complaints Service (a free service for private dental complaints in the UK) — dcs.gdc-uk.org.
  • The General Dental Council (regulator of UK-based dentists, where the consulting dentist’s professional conduct is in question) — gdc-uk.org.
  • The Information Commissioner’s Office (for data protection concerns) — ico.org.uk.
  • Your local Trading Standards office (for consumer-rights concerns).

What we won’t do

We will not — under any circumstances — withhold ongoing care, refuse to release records, or impose conditions on the resolution of your concern that prevent you from speaking publicly about your experience. Confidentiality clauses in any settlement we reach with you are reciprocal and never gag your honest review.

Questions about this document? Email customer@losmiles.uk or write to Lo Smiles, Suite 2A, 72 Bridge Street, Manchester, M3 2RJ, United Kingdom.