Complaints procedure

At Edinburgh Dental Specialists, we pride ourselves on the high quality of care we provide our patients. Our aim is to look after you as we wish to be looked after ourselves.

However, if you have any concerns or comments regarding your dental care, we will address these as a matter of priority.

We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve our service in the future.  We will not react  unnecessarily defensively, and your confidentiality and access to our services will be protected.

How do I complain?

If you wish to complain to the practice, you can do so directly to your dentist or any member of the Edinburgh Dental Specialists team, either verbally or in writing.  Please contact the practice on the below details, should you wish to make a complaint.

Edinburgh Dental Specialists 178 Rose St Edinburgh Scotland EH2 4BA tel: 0131 225 2666  email: reception@edinburghdentist.com

How do I complain about dental care provided privately?

If your care was provided privately, and you are not happy with the outcome of your complaint, you may contact the Dental Complaints Service at:

Dental Complaints Service  37 Wimpole Street London  W1G 8DQ tel: 020 8253 0800 email: info@dentalcomplaints.org.uk

N.B: A complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to yourself.

How will my complaint be handled?

Verbal

A verbal complaint made to a member of the practice team will be immediately logged and we will try and resolve your concerns at that time.  If appropriate, the Practice Manager, will be able to discuss your complaint to try and resolve the situation for you.

As all of our dentists operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating dentist.  Regarding a verbal complaint over your care, the treating dentist should be available to discuss and resolve your concerns.

Written

You can make a complaint in writing to Edinburgh Dental Specialists, for attention of the Practice Manager or the dentist, and it will be handled as outlined below.

  1. An acknowledgement letter of your complaint will be sent to you within 3 working days.
  2. Our Complaints Manager, Dr. Laura Hunter, will be made aware of your complaint.
  3. If your complaint is regarding clinical care, it will be passed to your treating dentist for them to provide a response and resolution. 
  4. A full response will be provided to you within 15 working days.

If we anticipate any delays in providing a full response, you will be notified and kept updated every 10 working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Dr. Laura Hunter, who can be contacted at:

Laura Hunter Portman Healthcare Rosehill New Barn Lane Cheltenham GL52 3LZ email: complaints@portmandental.co.uk

What do I do if I’m not satisfied with the outcome?

If your care was provided privately and you are not happy with the outcome of your complaint you may contact the Dental Complaints Service at:

Dental Complaints Service  37 Wimpole Street London  W1G 8DQ tel: 020 8253 0800 email: info@dentalcomplaints.org.uk

N.B:A complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to yourself.

Furthermore, if you remain dissatisfied with the resolution of your complaint then the Scottish Public Services Ombudsman (SPSO) can be contacted via the following approaches:

  • Freephone adviceline 0800 377 7330
  • Online: www.spso.org.uk/contact-us
  • In person: 4 Melville Street, Edinburgh, EH3 7NS 
  • Post: Freepost SPSO (this is all you need to write on the envelope, and you don't need to use a stamp)
  • Fax: 0800 377 7331

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