Complaints Procedure

All of your feedback is important to us. We are committed to providing high-quality dental care and excellent service. If you have any concerns or complaints, we want to hear from you so we can resolve the issue promptly.

1. Making a Complaint

If you are unhappy with any aspect of our service, please follow these steps:

  • Step 1: Contact Us Directly

    • You can contact us by phone, email, or in person at the practice. We encourage you to speak with the dentist or team member involved to resolve the issue quickly.

    • Contact Details:

      • Phone: 01738 813080

      • Email: [email protected]

      • Address: 5 Scott Wy, Bridge of Earn, Perth PH2 9QZ

  • Step 2: Formal Complaint

    • If you are unable to resolve the issue informally, please submit a formal complaint in writing, either via email or letter. Provide as much detail as possible, including:

      • The nature of the complaint

      • Relevant dates and times

      • Any staff members involved

      • Any supporting evidence, if applicable

    • We will acknowledge your complaint within 10 business days and aim to resolve it within 21 days, depending on the complexity of the issue.

2. What Happens Next?

Once we receive your formal complaint, we will:

  • Acknowledge receipt of your complaint within 10 business days.

  • Investigate the issue thoroughly, which may involve speaking to staff members or reviewing relevant documents.

  • Keep you informed of the progress, and we will respond with our findings and proposed solutions within 28 days.

If you are satisfied with the resolution, we will consider the matter closed. If not, you may request further steps as outlined below.

3. Escalating Your Complaint

If you are not satisfied with the outcome, you can escalate your complaint to the following organisations:

  • General Dental Council (GDC): If your complaint relates to professional conduct or ethics of a dentist, you can contact the GDC at:

  • NHS Complaints: If your complaint involves NHS treatment, you can contact NHS Scotland:

4. Confidentiality

All complaints will be handled in confidence and will not affect your future care with us. We are committed to resolving complaints promptly and professionally, with respect for all parties involved.