St Michael's Orthodontics Team

Complaints procedure – Patient information

Our Aim

St Michaels Orthodontics Ltd is committed to providing a quality service for its patients and working in an open and accountable way that builds the trust and respect. Therefore we aim to ensure that:

  • making a complaint is as easy as possible
  • we deal with it promptly, politely and confidentially

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.

Formal Complaints Procedure

Stage 1

A complainant’s responsibility is to :

  • bring their complaint, in writing, addressed to Mrs Carol Walter, Practice Manager or Miss Catherine McCanny, Practice principal.
  • explain the problem as clearly and as fully as possible, including any action taken to date
  • allow St Michaels Orthodontics a reasonable time to deal with the matter

What we Shall do

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to :

  • arrange an appointment with Carol Walter, Practice Manager in order to explain the complaints procedure to you and will ensure that you concerns are dealt with promptly
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • deal reasonably and sensitively with the complaint
  • make sure you receive an apology, where this is appropriate
  • identify what we can do to make sure the problem does not happen again

Stage 2

Complaining to a Third Party

We hope that, if you do have a problem, you will use our practice complaints procedure. If you are not happy with the response you receive from us you are entitled to raise this verbally or in writing with the National Complaints Centre on 0300 311 22 33 (Monday to Friday 8am to 6pm) National Complaints Centre NHS England PO Box 16738h Redditch B97 9PT

E-mail :

You can get support Citizens Advice, Independent Complaints Advocacy Service (ICAS) or visit Private dental services – The Dental Complaints Service on 08456 120 540 or visit


Featured Articles

"Outstanding service & lovely staff, I couldn’t recommend highly enough. First class!"

G. Margrave

I now have a lovely smile to show off! Fantastic treatment and service throughout. Really pleased with the results of my Invisalign treatment. Definitely recommend to others. Thank you to all at St Michaels.

N Goodair

Really pleased with the results of my treatment especially as it has only taken 12 months. I would definitely recommend St Michaels and Invisalign. The treatment was pain free and had little impact on my day to day life (in terms of wearing braces)

R Ward

I decided to treat myself to Invisalign last year for my 40th birthday. I was a little apprehensive but from the very first visit I have never looked back and now after a very quick 18 months, I am delighted with the results. Thank you for making me feel at ease ad perfecting my smile.

D Barraclough

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T & O Rowley

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L Dale

I had a really good experience with St Michaels. Staff were really nice and always helpful. Very glad I had Invisalign treatment. It has really boosted my confidence having a nice smile. Wish I had just done is sooner.

C Edwards

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E Fabricius

"Staff are absolutely lovely, felt really comfortable when coming for my appointments. I was treated really well and my treatment worked exactly how I wanted it to. "

S Waddington

Being able to smile without being conscious of showing my teeth has changed my life. I feel confident and happy.

L O’Sullivan