Complaints
Last updated: 2 November 2026
If something about Symly has gone wrong for you, we want to know and to put it right. This policy is for practices that use Symly, their staff, and anyone else affected by our service.
Complaints about dental care
If you are a patient and your complaint is about your dental care or how your practice handled your information, contact your practice. It is responsible for your care and your record, and has its own complaints procedure.
How to complain
Email support@symlydental.com with “Complaint” in the subject. Tell us what happened, when, how it affected you, and what you would like us to do. Please do not include patient details unless we ask for them.
What happens next
- We acknowledge your complaint within 2 working days.
- Someone not involved in what went wrong looks into it, and may ask you for more information.
- We send you a full reply within 20 working days. If we need longer, we tell you why and when you will hear from us.
- If you are not happy with our reply, ask for it to be reviewed by a director of Symly Ltd., who replies within a further 20 working days.
We keep a record of every complaint and what we did, and use them to improve Symly.
If you are still unhappy
If your complaint is about how we handle personal information, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. Practices can also use the dispute terms in their agreement with us.