Complaints Procedure

Policy statement

The DLA is wholly committed to providing members with a high-quality service, and will, at all times, endeavour to meet your needs.  Therefore, if there is a problem, we need you to tell us.  We hope that we can address any issue that arises before it evolves into a reason for complaint.

We value your feedback, both positive and negative, and we take complaints very seriously.  You may be assured that all problems and complaints will be dealt with courteously and promptly, so that the matter is resolved as quickly as possible.  We intend to respond to your concerns in a professional and efficient manner, and would ask that your dealings with DLA staff also reflect this approach.

How to make a complaint

If you are a DLA member and you are dissatisfied with the service you have received, or are unhappy with how you have been treated by a member of DLA staff, please contact the DLA as soon as the matter arises.  Concerns can often be resolved easily by speaking to us.

To enable a speedy resolution, when contacting the DLA, please either email, write or ask to speak to the person dealing directly with your order, enquiry or case.  Please explain, in as much detail as possible, the nature of your concerns.

The individual dealing with your enquiry will endeavour to rectify the situation immediately, or, if unable to, can advise you of the name of the person to whom it would be most appropriate to speak.  In all cases, we will endeavour to resolve your complaint at this stage directly with the appropriate manager or team.

Unresolved problems

If your problem is not resolved, or you are unhappy with the response you have received, you may ask to speak to that individual’s line manager.  At your request, the person dealing with your enquiry will ensure that the correct name and contact details are provided to you, and will ask the line manager to contact you as soon as possible.

The line manager will try to resolve your problem immediately, but if the situation is more serious, and an immediate response cannot be given, they will confirm that they are investigating the matter and will report back to you, normally within seven working days.

General complaints

If you are unsure who to direct your complaint to, please call our general number, 01159 575 371, and explain to our team, in as much detail as possible, the nature of your concerns.

Alternatively, you may wish to write to us.  We aim to respond to all written comments and complaints within fourteen working days.  If we feel the matter will take longer to investigate, we will acknowledge receipt of your letter, and indicate when you can expect to receive a full response.

Contact details

Any written complaints should be addressed to the DLA Manager, Dental Laboratories Association, 44/46 Wollaton Road Beeston Nottingham, NG9 2NR or emailed to us.