Sometimes things go wrong. This policy is all about putting things right, getting our customers an outcome they think is fair, and proving that your opinion matters:

Step 1 – Raise/Acknowledge

We aim to resolve your complaint as soon as possible. To ensure we have a full understanding of the issue, we kindly ask that the complaint be sent in writing to customercare@haguedental.com. Please include your practice address and complaint reason. We aim to acknowledge your complaint within 24 hours.

Step 2 – Investigate

Once the complaint has been received, we will endeavour to investigate this immediately and inform you of the next steps.

Step 3 – Updates

As your case may need investigating further with suppliers/ various departments within the business, we will keep you updated along the way to ensure you are kept in the know. 

Step 4 – Solutions/Explanations

Once we have fully investigated your case, we will provide a full resolution and/or explanation of the points made. Where needed a member of our operations team will attend the site to investigate.

Step 5 – Case Closure

After we have come to a resolution, we will close the case on our files.

Step 6 – Follow Up

We will confirm in writing the actions taken to bring this case to a satisfactory conclusion.

Step 7 – Appeals Process

If you do not agree with our resolution and the actions taken, you can lodge an appeal within 4 weeks of case closure via email.