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Legal

Complaints Procedure

We take all complaints seriously. This page explains how to raise a concern with Ortho-Facial Planning Ltd and the steps we take to resolve it. We aim to handle every complaint fairly, promptly, and transparently.

Last updated: 1 May 2026

Who can complain?

Any person or organisation that has used, or attempted to use, our services may submit a complaint. This includes registered clinics and their staff, individuals who have contacted us directly, and any person who believes their personal data has been mishandled.

What can I complain about?

You may raise a complaint about any of the following:

  • The quality or timeliness of a planning case output.
  • The conduct of any member of our team.
  • Billing errors or disputes.
  • How we have handled your personal or clinical data.
  • Any other aspect of our service or business conduct.

How to raise a complaint

In the first instance, please contact us through one of the following channels, providing as much detail as possible about your concern:

When contacting us, please include your name and contact details, the nature of your complaint, any relevant case or account reference numbers, and the outcome you are seeking.

What happens next?

We follow a structured process for handling all complaints:

  • Acknowledgement: we will acknowledge receipt of your complaint within 3 business days.
  • Investigation: a senior member of the team will review your complaint and gather relevant information. We aim to complete this within 10 business days of acknowledgement.
  • Response: we will provide you with a written response setting out our findings and any actions we propose to take.
  • Resolution: where a complaint is upheld, we will take appropriate corrective action and, where relevant, advise you of steps taken to prevent recurrence.

For complex complaints, we may require additional time. We will keep you informed of progress and provide an updated timescale where this applies.

If you are not satisfied

If you are not satisfied with our response, you may request that the matter be reviewed by a director. Please contact us at info@ortho-facialplanning.co.uk marking your message “Escalated Complaint”. We will provide a final written response within 20 business days of escalation.

Data protection complaints

If your complaint relates to how we have handled your personal data and you are not satisfied with our response, you have the right to lodge a complaint directly with the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection:

  • ico.org.uk/make-a-complaint
  • Telephone: 0303 123 1113
  • Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Clinical concerns

If your complaint relates to a clinical matter — including the suitability of a planning output for a specific patient — we strongly encourage you to contact us directly in the first instance so we can review the case with our clinical team. Where a concern raises questions about patient safety, we will treat it as a priority and respond within 2 business days.

We are committed to continuous improvement. All complaints are reviewed by senior management and contribute to our internal quality assurance process.