If you have a complaint or concern about the service you have received from the dentist or any of the staff at any Smmmile practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way, and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.
Complaints should be addressed to:
Alternatively, you may ask for an appointment to discuss your concerns. We will explain the complaints procedure to you and ensure your concerns are promptly resolved. It would be a great help if you were as specific as possible about your complaint.
What shall we do:
We aim to deal with all complaints promptly, courteously, efficiently, and preferably on the spot. If complaints cannot be dealt with on the spot, we have a two-stage complaint-handling procedure:
· Stage 1 Early-Stage resolution and
· Stage 2 Investigation.
We will always consider if a complaint can be dealt with at Stage 1. However, if we think the complaint is too complex or severe and needs investigation, we will go straight to Stage 2. Patients also have the right to ask for an Investigation (without going through Stage 1).
Stage 1: Early resolution· The aim is to resolve complaints quickly and close to where the service is provided to the patient. Where appropriate, this might mean giving the patient an on-the-spot apology and explanation if something has gone wrong and immediate action is taken to resolve the problem.
· If some enquiries need to be made before responding to a patient’s complaint, let the patient know a response will be given within five working days, using their preferred method of communication.
- In exceptional circumstances, an additional five working days may be needed to respond to the complaint, but the patient should be kept informed, and the extension should be applied only with the patient’s agreement. Extensions must not become the norm.
- Make the patient aware of the practice’s complaints policy and where they can turn for support
when making a complaint, e.g., the Patient Advice and Support Service (see Contacts).
- Offer to meet with the patient to discuss the matter if they prefer;
- In the response, offer an apology where appropriate, as well as an explanation and an indication
of any identified improvements.
- If the patient is unhappy with the Stage 1 response to their complaint, follow Stage 2
Investigation.
· Ensure all complaints are recorded as soon as possible within five working days.
Step 2: Investigation
We use the Investigation stage where:
· The complaint is complex and requires a detailed investigation, or
· The patient is not satisfied with our Stage 1 Early Resolution response to their complaint.
· The patient has asked for an immediate investigation.
· Acknowledge receipt of the complaint in writing within three working days, letting the patient know what action we will be taking and where they can find support for making a complaint, e.g. Patent Support and Advice (PASS) (see Contacts). Provide a copy of the practice’s complaints procedure for patients if they do not already have it.
· Let the patient know that their complaint will be kept confidential but that we may have to talk to other staff or show them their dental record to investigate the complaint; ask the patient to let the practice know as soon as possible if they do not want us to share information
· Following the investigation, respond to the complaint in writing using the patient’s preferred method of communication, if different, within 20 working days.
If unable to keep to this timescale, let the patient know, giving the reason why and agree to a revised time limit with them.
· In the response, let the patient know the result of the investigation and:
- offer an apology if things have gone wrong;o show that we have looked into the complaint and reply to all the points the patient has made;
- explain what we will do to stop what they complained about happening again;
- if necessary, explain why we cannot do anything more about some parts of the complaint;
- offer the patient the chance to talk to a member of staff if there is anything in the letter they do
not understand;
- include information about the Scottish Public Services Ombudsman in case they are unhappy with the response or how we have handled the complaint and want to take things further.
Complaining on behalf of someone else
Please note that we strictly follow the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and mental illness) of providing this.
Healthcare Improvement Scotland (HIS) CAN BE CONTACTED AT ANY POINT DURING YOUR COMPLAINT
Contacts
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.
Contact details are:
Healthcare Improvement Scotland Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB T: 0131 623 4342
E: his.ihcregulation@nhs.scot
General Dental Council
37 Wimpole Street
London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Email: www.gdc-uk.org
Patient Advice and Support Service is available via Citizens Advice Scotland.
www.patientadvicescotland.org.uk
Scottish Public Services Ombudsman (SPSO)
4 Melville StreetEdinburgh
EH3 7NS
Tel.: 0800 377 7330
www.spso.org.uk
Freepost EH641, Edinburgh EH3 0BR
Open from 9.00 am – 5.00 pm (Mon – Fri), from 10.00 am – 5.00 pm (Tues)
This policy was last updated on Wednesday, 22nd October 2025