Complaints Procedure

 At Smile White, it is our goal to provide top-quality service to our customers. However, we do appreciate that sometimes things can go wrong.

We take complaints seriously and we aim to handle them fairly. We also use complaints to identify improvements to the service which we offer.

If you are unhappy with the products or service we have provided, you can contact us in writing, by telephone or by email. The details of which can be found below.

COMPLAINTS PROCEDURE

How to Complain

If your complaint is about the Treatment or service by your dental practice, you need to complain directly to the practice in question.

If your complaint is about Smile White or the products sold, please contact us via the following methods:

To call us, please contact 0113 868 7615. Lines open Monday – Friday, between 9AM – 5PM

To email us, please contact: complaints@smilewhite.co.uk

To write to us, please contact: Smile White, Unit 1 Landmark Court, Beeston, Leeds, LS11 8JT

Web: www.smilewhite.co.uk

 

Complaints Overview

If we are able to resolve your complaint within 5 business days, we will send you details by letter confirming that your complaint has been fully resolved.

If part or all of the complaint needs to be referred to a third party, we will do so within 5 business days and provide you with the third party’s contact details. For example, if your complaint is regarding your Treatment we will refer it to the treating Dental Partner.

If we cannot resolve your complaint within 5 business days of receipt, or if we need to investigate it further, we will confirm to you, that we are dealing with your complaint.

Once we have completed our investigations, we contact you with our final response, explaining the reasons, and this will end our complaints process.

We will make every effort to provide you with our final response within 8 weeks from the date your complaint is received.

If we are unable to, we will explain why and let you know when we expect to be able to provide you with this.

If you are unhappy with our decision or we have been unable to provide you with this within 8 weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service.

You must contact them within 6 months of the date of our letter.

The Financial Ombudsman Service is a free service available to consumers for the impartial resolution of complaints.

You may contact them at any stage of your complaint. However, there are a few instances where they will not be able to assist, and they will confirm if they can look into your complaint when you contact them.

Their contact details are:

Financial Ombudsman Service Exchange Tower, London E14 9SR

Telephone: 0800 0234567

Email: complaint.info@financial-ombudsman.org.uk

Online: www.financial-ombudsman.org.uk We sincerely hope that matters will not reach this stage, but if they do, we agree to co-operate with the Financial Ombudsman Service fully.

Updated October 2025.