21D Patient Community
0800 007 3199
AboutOur ProcessReviewsPricingLocationsResearchFAQsTarget Smile™ AI
Contact Us

Complaints Policy

Complaints Procedure

We are committed to providing high-quality care and service to all patients. We welcome feedback and take all complaints seriously. Our aim is to resolve concerns fairly, promptly and professionally. The person responsible for handling complaints is:
‍
‍Michelle Garbutt - Head of Compliance
Email: CASE@21d.co.uk

How to Make a Complaint.
‍
‍You may make a complaint:
• In person
• By telephone
• By email
• In writing
‍
If you raise a complaint verbally, we will listen carefully and, where appropriate, refer you to the Complaints Lead. If the Complaints Lead is unavailable, we will record your details and ensure your complaint is passed on promptly. All complaints will be acknowledged within 3 working days.  

Our Investigation Process
‍
‍We will review your complaint thoroughly. This may include:
• Reviewing clinical records and documentation
• Discussing the matter with the treating clinician
• Reviewing relevant correspondence or recordings
‍
If your complaint relates to clinical care, it will normally be shared with the treating clinician unless you specifically request otherwise.
‍
We aim to provide a full written response within 20 working days. If additional time is required due to the complexity of the matter, we will inform you and provide an updated timeframe.In some cases, particularly where clinical matters are complex, we may need to seek advice from our professional indemnifiers, insurers or legal advisors. Where necessary, relevant information may be shared strictly for this purpose.
‍
All complaints are handled in accordance with UK data protection legislation.  

If You Remain Dissatisfied
‍
‍If you are not satisfied with our final response, you may refer your complaint to the:
‍
‍Dental Complaints Service (DCS) - The DCS provides a free and impartial service to help resolve complaints about private dental care.
Dental Complaints Service
Telephone: 020 8253 0800
Website: www.dentalcomplaints.org.uk
‍The Dental Complaints Service generally considers complaints made within 12 months of the treatment or of you becoming aware of the issue.

‍Financial Ombudsman Service - If your complaint relates to a finance agreement arranged through a third-party lender and regulated by the Financial Conduct Authority, you may also have the right to refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk).  

Other Organisations

General Dental Council (GDC)
‍The General Dental Council regulates dental professionals in the UK. The GDC does not normally deal with complaints about service, fees or customer care, but may consider concerns about a dental professional’s fitness to practise.
Website: www.gdc-uk.org

‍Care Quality Commission (CQC)
‍The CQC regulates dental practices in England but does not investigate individual complaints.
Website: www.cqc.org.uk

21D Clinical Limited is a company registered in England and Wales. Company registration number 09476584. Registered office: Unit 602 Birchwood One Business Park, Dewhurst Road, Birchwood, Warrington, United Kingdom, WA3 7GB. 21D Clinical Limited is regulated by the Care Quality Commission and the Financial Conduct Authority.

We Are One Of The UK's Full Jaw Dental Implant Providers.

Quick links

HomeAboutLocationsOur ProcessBlogs & ArticlesContact Us

Legal

LegalWarrantiesPrivacy PolicyCookies PolicyComplaints PolicyCare Quality CommisonGeneral Dental CouncilTerms & Conditions

Contact Us

Main Surgery Location
Allday House, Warrington Road, Birchwood, Warrington WA3 6AB
Head Office
Birchwood One Business Park, Dewhurst Road, Birchwood, Warrington WA3 7GB

Company Disclosure:

21D, Unit 602 Birchwood One Business Park, Dewhurst Road, Birchwood, Warrington, United Kingdom, WA3 7GB. Telephone 0800 0073199. 21D Clinical Limited trading as 21D is a credit broker not a lender and is authorised and regulated by the Financial Conduct Authority, 976995. Registered in England & Wales 09476584. Registered Address: Unit 602 Birchwood One Business Park, Dewhurst Road, Birchwood, Warrington, United Kingdom, WA3 7GB.

Medenta Disclosure:

Where required by law, loans will be regulated by the Financial Conduct Authority and the Consumer Credit Act 1974. Medenta Finance Limited, authorised and regulated by the Financial Conduct Authority No: 715523. Registered in Scotland, No: SC276679. Registered address: 50 Lothian Road, Festival Square, Edinburgh, EH3 9WJ. Tel: 01691684175. Medenta act as a credit broker, not a lender and will introduce practices to V12 Retail Finance Limited for which Medenta will receive an introduction commission from Secure Trust Bank plc, V12 Retail Finance Limited’s parent company.V12 Retail Finance Limited is authorised and regulated by the Financial Conduct Authority. Registration number:679653. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH. Correspondence address: 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ.

V12 Retail Finance Limited act as a credit broker, not a lender, and only offers credit products from Secure Trust Bank PLC. Secure Trust Bank PLC trading as V12 Retail Finance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number: 204550. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH.

Terms and conditions apply. Written quotations are available on request from Secure Trust Bank PLC. Credit facilities are subject to status and affordability checks and only available to UK residents over the age of 18. Secure Trust Bank PLC reserves the right to decline any application. APR and repayment details are correct at time of publish.

Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority. Telephone calls are recorded for training and compliance purposes.

Copyright © 21D 2026. All rights reserved. | Updated 25th September 2026