Complaints Procedure

We aim to be open and honest with you at all times. If for any reason you are unhappy with any aspect of your care, please let any member of the team know in person as soon as possible.

We aim to resolve any problems as quickly, effectively and if at all possible on the spot.

Here is how you can contact us to tell us about your situation, problem or concern.

In Person

Usually the best way to resolve any problem. Please tell us in person immediately or give our reception team a call to arrange an appointment and let us know about your concerns.

By Phone

Please call 0131 669 2114 and ask to speak to our Complaints Manager Susi Morton.

By Letter

Complaints Manager,
Craigentinny Dental Care
57 Duddingston Crescent
Edinburgh EH15 3AY

By Email

Please be aware that e-mail is not 100% foolproof. If you have not received a reply acknowledging your e-mail within 1 business day please contact us by one of the other means above.

Here is what we will do:

  • We will acknowledge your complaint within 3 working days.
  • Investigate it fully.
  • Report back to you with the outcome and any proposed actions within 10 working days.

In the unlikely event that we are unable to resolve a complaint directly you can contact the following organisations.

A complaint about Private Treatment That We Cannot resolve For You

The Private Dental Complaints Service which is independent of our practice and was set up by the General Dental Council that looks to resolve complaints on behalf of patients. Their address is:

A complaint about NHS Treatment That We Cannot resolve For You

NHS Lothian Complaints Team
Waverley Gate
2 – 4 Waterloo Place
Edinburgh, EH1 3EG

Telephone: 0131 536 3370

If you are still unhappy with the outcome of their complaint or the way in which it has been handled, you may then request an investigation by the Scottish Public Services Ombudsman:

Service Quality Manager
Freepost EH641