We take your feedback seriously

At our practices, we are committed to providing the highest standard of care and service. From your first contact with us to the completion of your treatment, we want every experience to be positive.

However, we recognise that there may be times when we don’t meet your expectations. When that happens, we want you to feel confident that your concerns will be heard, taken seriously and handled fairly.

 

How to raise a concern

Many issues can be resolved quickly by speaking to a member of our team. Please raise any concern as soon as possible — a simple conversation often clears up a misunderstanding straight away.

If you would prefer to make a formal complaint, you can do so in person, over the phone, in writing or by email. Verbal complaints are recorded in writing to ensure accuracy, and you’re welcome to have someone with you for support.

​

When making a complaint, it’s helpful to include:

​

• What happened and when

• Who was involved (if known)

• How the issue has affected you

• What outcome you would like

 

What happens next

Once we receive your complaint, we will:

​

• Acknowledge it within three working days, confirming who is handling the matter

• Investigate the issue thoroughly and objectively

• Keep you informed of progress

• Provide a full written response within ten working days where possible

 

If something has gone wrong, we’ll explain what happened, apologise and take steps to prevent it happening again. If our investigation shows that we acted appropriately, we’ll share our findings clearly and respectfully.

 

Learning from complaints

We view every complaint as an opportunity to improve. We regularly review all feedback to identify patterns or areas for development, and we share learning points with our team (without revealing personal details) to support ongoing training and service improvement.

 

If you’re still unhappy

If you remain dissatisfied after our response:

​

• For private dental treatment, you can contact the Dental Complaints Service.

• For NHS treatment, you may contact NHS Lothian or the Parliamentary and Health Service Ombudsman.
  We will gladly provide the relevant contact details and assist you in taking the matter further.

 

Raising a complaint will never affect the way you are treated or the care you receive in future.

 

Our promise to you

Our complaints policy reflects our values of integrity, accountability and continual improvement. Your feedback matters — and we are here to listen, respond and learn.