Complaints

Policy

Smile White

Holdings Ltd

At Smile White, we aim to provide exceptional products and services to our customers. 

That’s why we take complaints seriously, and handle them fairly. We also use complaints to identify problems and implement improvements to the products and services we provide. If you’re unhappy with any products or services that we’ve provided, you can contact us in writing, by telephone or by email. Details below: 

Email: complaints@smilewhite.co.uk

Call: 0113 868 7615

Visit: Smile White, Unit 1 Landmark Court, Beeston, LS11 8JT.

Our Complaints Procedure

We aim to resolve complaints within 5 business days, send your details by post confirming that your complaint has been fully resolved. 

If part or all of your complaint needs to be referred to a third party, we aim to refer your complaint within 5 business days and provide you with the third party’s contact details. For example, if your complaint is in regard to your treatment, we will refer your complaint to your assigned Smile White Partner Dentist.

If we cannot resolve your complaint within 5 business days of receipt, or if we are required to investigate further, we will confirm, in writing, that we are undergoing an investigation into your complaint. 

You’ll receive our final response within 8 weeks from the date your complaint was received. If you’re unhappy with our final decision, or if we have been unable to provide you with a final response within 8 weeks of the date receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service. You must contact the FOS within 6 months from the date of receiving our written final response letter. The FOS is a free service available to consumers for the impartial resolution of complaints. You are entitled to contact them at any point during your complaint process. 

Contact the Financial Ombudsman Service with the below details:

Call: 0800 023 4567

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

Website: www.financial-ombudsman.org.uk. 

Visit: Financial Ombudsman Service Exchange Tower, London, E14 9SR. 

We sincerely hope that matters will not reach this stage, but if they do, we agree to cooperate fully with the Financial Ombudsman Service. 

Last updated: 3 December 2025.