At Edinburgh Dental Studio, we are committed to providing high quality care and an excellent patient experience. We value feedback from our patients and take all concerns and complaints seriously.
If something has not met your expectations, we want to know. We will listen carefully, investigate thoroughly, and do everything we can to resolve the matter promptly, fairly, and respectfully. We view complaints as an opportunity to learn, improve our services, and ensure the best possible care for our patients.
Our aim is to handle your concerns in the same way that we would wish our own concerns to be handled, with professionalism, understanding, and sensitivity.
Click here to download our feedback form
The person responsible for managing complaints within the practice is:
Zoe Kirkwood
Practice & Complaints Manager
You can raise a complaint in person, by telephone, email, or in writing.
If you wish to make a complaint at reception or over the telephone, a member of our team will listen carefully to your concerns and, where possible, arrange for you to speak directly with Zoe Kirkwood, our Practice & Complaints Manager.
If Zoe is unavailable at that time, we will explain when they will be available and arrange a suitable time for them to contact you. Brief details of your complaint will be recorded and passed on promptly.
If a discussion cannot be arranged within a reasonable timeframe, or if you would prefer not to wait, alternative arrangements will be made to ensure your concerns are addressed appropriately.
If you submit your complaint in writing or by email, it will be forwarded immediately to the Practice & Complaints Manager for review and investigation.
We will acknowledge receipt of your complaint in writing as soon as possible, usually within five working days. A copy of this Complaints Policy will also be provided.
We will aim to investigate your complaint and provide an explanation of the circumstances surrounding the issue within ten working days of receiving it.
Where appropriate, complaints relating to clinical treatment or associated fees may be referred to the dentist involved. However, if you would prefer that this does not happen, please let us know and we will respect your wishes wherever possible.
If you would like to discuss the matter in person, we will be happy to arrange a meeting. Alternatively, we can communicate with you in writing.
If we are unable to complete our investigation within ten working days, we will contact you to explain the reason for the delay and provide an estimated timescale for completion.
Once our investigation has been completed, we will write to you promptly outlining our findings, any conclusions reached, and any actions that may be taken as a result.
We maintain comprehensive and confidential records of all complaints received, together with details of investigations and outcomes. These records help us monitor our service and identify opportunities for improvement.
We hope that we can resolve any concerns directly. However, if you remain dissatisfied after completing our complaints procedure, you may contact the appropriate external organisation.
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Telephone: 020 8253 0800
The Dental Complaints Service provides an independent service for resolving complaints about private dental care.
General Dental Council (GDC)
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 7167 6000
The General Dental Council is the regulatory body for dental professionals and handles concerns regarding professional fitness to practise.
We appreciate all feedback, whether positive or negative. By sharing your concerns with us, you help us improve the care and service we provide to all our patients.
Thank you for giving us the opportunity to address any issues and put things right.
