Complaints Procedure

Complaints Procedure


We aim to provide our members with a first-class service. If we have not delivered the service that you expect or you are concerned with the service or advice provided, we would like the opportunity to put things right.

Who to contact

In the first instance, you should direct any complaint to our President via post to:

British Society of Dental Hygiene & Therapy, First Floor, 10-12 Albert Street, Rugby, CV21 2RS

Alternatively, you may send your complaint to us by email:

What to do if you have a complaint

Details of the complaint should be directed to the President. You should state:

  • What the complaint is about
  • Specify the member(s) of staff, adviser or committee involved
  • When the event about which you are complaining occurred and if it is still happening
  • What action / remedy you would expect to see as an outcome

What will happen when your complaint is received?

You will receive an acknowledgment within five working days advising you who is dealing with your complaint and when you may expect a more detailed report

The person responsible will investigate all aspects of your complaint, allowing others who may be directly involved to make their contribution. This may mean further information or evidence is sought from you

A reply, together with details of any action taken or recommendations for further action, will be sent to you within 14 working days of receipt of the original letter reaching our office. If it is not possible to provide a full report within this timescale, you will be notified and an interim reply shall be posted to you giving details of any action still to be taken.

Complaints will be monitored and information from this will be incorporated within the planning process as appropriate

Please note that responsibility of data security during transfer rests with the sender and not with the receiver. We cannot guarantee unencrypted email transmissions are secure or error-free and accept no liability for interception and misuse.