I've had a complaint

  1. Read through our guides on handling complaints.
  2. Send an acknowledgement letter to the complainant, unless the complaint was made verbally and was resolved within one working day.
  3. Review the patient's records and use these to draft a detailed response to each point in the complaint.
  4. You may need to discuss the complaint at a practice meeting, especially if it involves more than one dentist.
  5. Send us the complaint, your draft response, the relevant parts of the notes and any other relevant information, anonymised if possible. Read our guide on what you need to send us here.
  6. Review the complaint as part of your significant event audit.