"Rudeness"

Up to yesterday the treatment of my son who has required orthodontic treatment for several years has been exemplary. This changed yesterday when he was discharged without explanation, given wrong advice (they did not let him explain that he was still in full time education). The way he was treated yesterday was both insensitive and rude, definitely not professional. I attempted to speak to the department to get some understanding of why this occurred and was referred to the formal complaints department. I called them and was put onto an answering machine which said that they would get back to me within two days (great customer service that) or I should send them an e-mail. God knows how long they will take to respond to my complaint. Just for the record I did not really wish to make a formal complaint, just to find out why what happened did happen, it appears the orthodontic department prefers to go straight to the complaints system.