Bondify

Complaints Process

Our Commitment to You

If something has gone wrong, we want to know about it, and we want to put it right. This document explains how to raise a concern with us, what happens next, and what to do if you’re not satisfied with our response.

1. Two Types of Complaint

Bondify and your Treating Practice play different roles in your treatment journey, so complaints are handled differently depending on what they’re about.

1.1 Complaints About Bondify

Please contact us directly if your complaint is about:

- Your Eligibility Call, booking, or how a member of our team communicated with you;

- Pricing, your package, or your Smile Design Preview;

- Payment, your payment plan, or any charge applied to your account;

- A cancellation fee; or

- Our marketing or advertising.

1.2 Complaints About Your Treatment

If your complaint is about the clinical assessment, advice, or treatment you received, you should complain directly to your Treating Practice in the first instance — they are responsible for your clinical care, and are best placed to investigate and resolve a clinical complaint.

If you’re not sure who to contact, or you contact us about something clinical, we will tell you this clearly and pass your complaint to your Treating Practice on your behalf, with your consent.

2. How to Make a Complaint

You can contact us by:

Email: [email protected]

Phone: +44 7400 415269

Please include your name, contact details, and as much detail as possible about what happened, including any dates and the names of anyone you spoke to.

3. What Happens Next

- We will acknowledge your complaint within 2 business days.

- We will investigate and aim to provide a full response within 8 weeks. If we need longer, we will tell you why and when you can expect to hear from us.

- Where your complaint relates to your Treating Practice, we will confirm once it has been passed to them and ask them to respond to you directly, while remaining available to help if needed.

4. Cancellation Fee Disputes

If you disagree with a cancellation fee applied to your account, please tell us as soon as possible, ideally before your Treatment appointment if your complaint relates to an upcoming cancellation. Raising a complaint with us does not affect, and is not a condition of, any statutory right you may have — including your right to cancel within 14 days of signing your Agreement, as explained in that Agreement and our Patient Treatment & Payment Agreement.

5. If You’re Not Happy With Our Response

If you remain unhappy after receiving our final response, or if 8 weeks have passed without one, you may be able to take your complaint further, depending on what it concerns:

- Concerns about your payment plan: our in-house payment plans are exempt from FCA regulation, so they do not carry an automatic right to refer your complaint to the Financial Ombudsman Service. If your complaint remains unresolved, you can seek independent advice from Citizens Advice or Trading Standards, as set out below.

- Concerns about the conduct of a dental professional: you can contact the General Dental Council (gdc-uk.org).

- Concerns about the quality of care at a practice: you can contact the Care Quality Commission (cqc.org.uk).

- Concerns about our advertising or marketing: you can contact the Advertising Standards Authority (asa.org.uk).

You can also seek free, independent advice at any time from Citizens Advice or Trading Standards.

6. Your Information

We will handle any personal information you give us as part of a complaint in line with our Privacy Policy.

7. Accessibility

If you need this process explained in a different way, or need additional support to make a complaint, please let us know and we will do what we can to help.