Complaints Procedure

Last updated: [[DATE — e.g. October 2026]]

We aim to give every patient excellent care and a positive experience. If something has not met your expectations, we want to know, so that we can put it right and improve. We take all concerns seriously and will deal with them promptly, courteously and in confidence. Raising a concern will never affect the care you receive.

How to raise a concern

In the first instance, please contact us directly. The person responsible for handling complaints is [[COMPLAINTS LEAD NAME / ROLE — e.g. Practice Manager]].

• By telephone: [[PHONE]]
• By email: [[COMPLAINTS EMAIL]]
• By post: [[COMPLAINTS LEAD NAME / ROLE]], [[PRACTICE NAME]], [[PRACTICE ADDRESS, Glasgow, POSTCODE]]

You can raise a concern on behalf of someone else with their consent.

What happens next

• We will acknowledge your complaint within [[3]] working days of receiving it.
• We will look into it thoroughly and fairly, speaking with the people involved and reviewing your records where relevant.
• We will aim to give you a full written response within [[20]] working days. If we need longer — for example because the matter is complex or a clinician is away — we will tell you why and give you a new, realistic timescale, and keep you updated.
• Our response will explain what we found, any action we are taking, and what you can do if you remain unhappy.

We keep a confidential record of complaints and our responses, separately from your clinical notes, and we use what we learn to improve our service.

If you are still not satisfied

We hope to resolve any concern directly with you. If you remain unhappy after our response, you can ask an independent body to review the matter.

For private dental treatment, you can contact the Dental Complaints Service, a free and impartial service for resolving complaints about private dental care:

• Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
• Telephone: 020 8253 0800
• Website: dcs.gdc-uk.org

The General Dental Council (GDC) is the UK regulator for dental professionals. You can find out more about standards and raising concerns at gdc-uk.org.

Concerns about your information

If your concern relates to how we have handled your personal data, please see our Privacy Policy, which explains your rights and how to contact the Information Commissioner’s Office.