Complaints Policy and Procedure

Our Commitment

At Muirhead & Associates, we provide high-quality dental care to every patient. We take feedback and complaints seriously and view them as an opportunity to learn, improve our services, and maintain trust and transparency with our patients.

We handle all complaints courteously, efficiently, and promptly, so you can expect your concerns to be resolved as quickly as possible.

Lisa Baxter leads on complaints handling at the practice.

How to Make a Complaint

We resolve most issues quickly and informally, often at the time they arise and directly with the person concerned.

If we can't resolve your concern this way, or you'd prefer to make a formal complaint, you can do so verbally, in writing, or by email.

Complaints Made verbally

If you make a complaint in person or by telephone:

We listen to your concerns and, where possible, resolve them immediately.
If the Complaints Lead isn't available, a team member records your details and a brief description of your complaint.
We acknowledge your complaint within 3 working days and arrange for the Complaints Lead to contact you directly.

Complaints made in writing or by email

We pass written and emailed complaints immediately to the Complaints Lead, who acknowledges receipt within 3 working days of receiving your correspondence.

Investigation and response

We make every effort to resolve your complaint within 10 working days of acknowledgment.
If the investigation takes longer, for example when we need clinical advice, we explain the reason for the delay and agree an updated timescale with you.
If your complaint involves clinical care or treatment, we usually refer the matter to the treating dentist, unless you specifically request otherwise.
Once we complete our investigation, we contact you by your preferred method (letter, email, or telephone) to share our findings and any actions taken.

Where necessary, we seek advice from our indemnity provider, insurer, or legal adviser to ensure a fair and compliant response. In these cases, we share only relevant information and maintain confidentiality at all times.

Confidentiality

We treat all complaints in the strictest confidence. We keep patient records confidential, and only those involved in investigating or resolving your complaint can access the necessary information.

Learning from Complaints

We record all complaints centrally and review them regularly as part of our governance and quality improvement processes. This helps us identify trends, improve our services, and share learning across the team.

Time Limits for Making a Complaint

Please make complaints within 12 months of the incident or the date the issue came to your attention.

We'll always consider reasonable exceptions where there are valid reasons for the delay.

If You Are Not Satisfied

We hope you'll use our practice complaints procedure first, as this gives us the best chance to put things right and improve our services.

If you remain dissatisfied, you can contact one of the following independent bodies:

The CQC

The CQC doesn't get directly involved with complaints made to the practice, but it does encourage feedback from patients.

Send feedback to the CQC at cqc.org.uk/give-feedback-on-care

Telephone: 03000 616161 (Monday to Friday, 8.30am–5.30pm, excluding bank holidays)

The NHS

If you'd rather not go directly to the practice, and the NHS provides your treatment, you can contact your local Integrated Care Board (ICB), which is responsible for NHS dental services.

Your ICB can help if you feel unable to raise your concerns with the practice. However, the ICB cannot re-investigate the same complaint. If you're unhappy with how the practice or the ICB has handled your complaint, contact the Parliamentary and Health Service Ombudsman.

The Parliamentary and Health Service Ombudsman

Telephone: 0345 015 4033

Website: ombudsman.org.uk

Private Patients

The Dental Complaints Service handles complaints made by private patients.

Telephone: 0208 253 0800 (Monday to Friday, 9am–5pm)

Website: dcs.gdc-uk.org

The GDC

Telephone: 0854 222 4141 or 0207 887 3800

Website: contactus.gdc-uk.org