Complaints Procedure

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At Certra Dental we aim to always get things right the first time and we are committed to ensuring that we achieve the highest levels of service for our dental practice partners. However, if you feel this hasn’t happened, please get in touch as soon as possible so that we have the chance to put things right. We will assign your complaint to someone within our organisation that can review your complaint promptly and fairly.

If you wish to complain you can contact us by telephone, email or in writing
 

Certra Dental, Landmark Business Centre, Tudor Square, West Bridgford, Nottingham, NG2 6BT

T: 0115 822 4392

e: info@certra.dental

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If your complaint relates to any aspect of the insurance distribution services that we provide, which are regulated by the Financial Conduct Authority then any complaint will be handled impartially by Healix Insurance Services Ltd:

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Healix House, Esher Green, Esher, Surrey, KT10 8AB

T: 0208 481 7754

e: hiscomplaints@healix.com 

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1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of insurance distribution service that we have provided and that is regulated under the Financial Conduct Authority.
    

2. They reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where they will waive this requirement at their discretion. They will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
    

3. They will send you an electronic or written acknowledgement of your complaint within five business days of receipt. They will identify the person who will handle the complaint. Wherever practically possible, that person will not have been directly involved in the subject of the complaint, and will have the relevant authority to investigate and bring the complaint to a satisfactory outcome.
    

4. Within eight weeks of receiving a complaint they will send you a response, which either addresses the complaint to a satisfactory outcome, or explains why they are still not able to make a final response, giving reasons for the delay and indicating the timescale of when they will be able to provide a final response.  You may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.
    

5. Where they decide that compensation is appropriate, they will settle it for any acts or omissions for which they are responsible. They will comply with any offer of compensation which you accept. Compensation may not always be financial.
    

6. If they are unable to resolve your complaint then you can refer the matter to the Financial Ombudsman Service (FOS).
    

7. The FOS can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Financial Ombudsman Service this must be done within six months of our final response to your complaint. If you would like more information about the Financial Ombudsman Service their contact details are as follows: