Complaints procedure

We want to hear if something hasn’t gone as it should. Tell us as soon as you can, and we’ll listen, look into it fairly and tell you what we’ve found. Raising a concern won’t affect your care.

How to complain

You can speak to any member of our team, or contact Andrena McFarlane, our complaints lead:

Phone: 0141 611 3246
Email: hello@dentaltherapy.uk
Post: Dental Therapy Paisley, Pavilion 4, 14 Marchburn Drive, Glasgow Airport Business Park, Paisley PA3 2SJ

Please don’t include detailed medical information in an email unless you’re happy to share it that way. Someone else can complain on your behalf with your consent.

What happens next

Stage 1: early resolution. We try to resolve your complaint quickly, often on the spot, and within 5 working days.

Stage 2: investigation. We investigate if Stage 1 hasn’t resolved it, or if the complaint is complex or serious. We acknowledge it within 3 working days and aim to give a full response within 20 working days.

If we need longer, we’ll explain why and agree a new timescale with you.

Time limits

For NHS treatment, please complain within 6 months of the event or of finding out about the problem. If you have a good reason for complaining later, please still contact us. For private treatment, the Dental Complaints Service can usually consider complaints within 12 months of treatment or of becoming aware of the problem.

If you’re still not satisfied

NHS treatment: NHS Greater Glasgow and Clyde can be asked to help. You can also ask the Scottish Public Services Ombudsman to review your complaint, normally after it has been through our procedure and within 12 months. The Patient Advice and Support Service offers free, confidential advice.

Private treatment: contact the Dental Complaints Service on 020 8253 0800, Monday to Friday, 9am to 5pm.

Concerns about a dental professional: the General Dental Council regulates dental professionals in the UK.