Code of practice for patient complaints

We try hard to ensure that all patients are pleased with their experience

We take complaints seriously. If a patient complains it is dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

Our procedure for handling complaints is as follows:

  1. The person responsible for dealing with any complaint about the service that we provide is the Complaints Manager. Our Complaints Manager is Arabella Yelland.

  2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer them to the Complaints Manager immediately.

    • If the Complaints Manager is not available at the time, then the patient will be advised when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen.
    • The member of staff will make a written record of the complaint and provide the patient with a copy as well as passing it on to the Complaints Manager.
    • If we're unable to arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If a patient complains in writing it will be passed on immediately to the Complaints Manager.

  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.

    • We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail.
    • We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed.
    • If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
  6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within ten working days.

  7. When we have completed our investigation, we will provide the patient with a full written report.

    • The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint

If patients are not satisfied with the result of our procedure then a complaint may be referred to:

Ayrshire and Arran Health Board
Ailsa Hospital
Dalmellington Road

For complaints about NHS treatment:

Scottish Public Services Ombudsman
Freepost EH641

Telephone: 0800 377 7330

For complaints about private treatment:

The Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Greater London

Telephone: 08456 120 540

The dentists’ registration body is the General Dental Council (GDC). They can be contacted at:

The General Dental Council
37 Wimpole Street
London W1M 8DQ

Reviewed May 2023