1. Introduction

The Henry Schein team aim to provide an excellent level of service to our customers; however, we know that sometimes things can go wrong. It is especially important to us that customers can easily let us know when this happens so we can immediately investigate and put actions in place to resolve issues and prevent them happening again. Information about our terms and conditions are available on our website henryschein.ie or customers can contact our Customer Service teams for assistance.

We aim to respond to and resolve your concerns quickly, effectively and in a fair and honest way. We take all issues raised seriously and use valuable information from investigating complaints to help us improve the service we provide. 



2. How to contact us:


For issues relating to consumables:

iesales@henryschein.ie or 01 4565288


For issues relating to installation or repair of dental equipment:

equipment@henryschein.ie or 01 4565288


For facilitation of financial advice or agreements:

ieaccounts@henryschein.ie or 01 4565288


You can contact us by mail at:

Customer Service, Henry Schein Ireland, 61a Longmile Centre Longmile Road, Dublin 12, Dublin D12 EYH2
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3. How we manage customer feedback and issues. 


The Customer Service team log complaints and acknowledge receipt of them within forty-eight hours. We aim to resolve the matter immediately; however, sometimes the relevant department manager may be required to conduct further investigations, thus whilst this occurs the Customer Service team will provide you with regular updates. 


When the investigation is complete Customer Service will communicate a proposal for resolution to you. We will aim to provide this proposal to conclude your complaint within twenty-eight working days unless we agree a different time scale directly with you.




4. Time limits


Customers should report issues as soon as possible after the date that the event occurs or comes to your notice. If more than twelve months has passed, we may not be able to investigate as thoroughly however, we will give due consideration if you have good reason for not raising the issue sooner.




5. Further steps


At any stage during the process, or if you are not happy with the way we are dealing with your complaint, you are entitled to escalate your concern to:


For issues relating to dental equipment:

john.rice@henryschein.ie - Sales and Service Manager


For issues relating to supply or quality of dental consumables:

Siobhan.cleary@henryschein.ie - National Sales Manager


For facilitation of financial advice or agreements:

ieaccounts@henryschein.ie  


You can contact any of the above by mail at:

Henry Schein Ireland, 61a Longmile Centre Longmile Road, Dublin 12, Dublin D12 EYH2
Facilitation of Financial Advice or Agreements


If you are not satisfied with the final response that you receive from us in respect of your facilitation of financial advice or agreement concern, you have the right to complain to the Financial Services and Pensions Ombudsman. You must do this within six months of our final response.


When we send you our final response, we will also provide you with a copy of the Financial Services and Pensions Ombudsman’s explanatory leaflet or you can obtain a copy from:

https://www.fspo.ie/about-us/

Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

Phone: 01 567 7000

Email: info@fspo.ie

Opening Hours: 9am to 1pm and 2pm to 5pm   Monday to Friday except bank and public holidays.
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