At Truss Dental, we aim to provide the highest standards of care and service for all our patients. However, we understand that sometimes things may not go as expected. If you are unhappy with any aspect of your care or experience, we encourage you to tell us so we can put things right as quickly as possible.

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Your feedback is important to us and helps us improve the service we provide.

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How To Make A Complaint

If you have a concern or wish to make a complaint, you can do so by:

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• Speaking to a member of our team at the practice

• Contacting us by phone or email

• Writing to us using the contact details on our website

 

We ask that complaints are made as soon as possible after the issue occurs so that we can investigate it fully.

If you need help making a complaint, we will be happy to support you.

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What Will Happen Next

All complaints are taken seriously and handled in a professional, confidential and fair manner.

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We will:

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• Acknowledge your complaint within 3 working days

• Investigate the matter thoroughly

• Provide a full written response as soon as possible, usually within 10 working days

 

If the investigation takes longer, we will keep you informed of progress and let you know when you can expect a response.

Our aim is always to resolve issues openly and to your satisfaction.

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If You Are Not Happy With Our Response

If you feel that your complaint has not been resolved, you have the right to take it further.

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For NHS patients, you can contact:

NHS Ayrshire & Arran
or
The Scottish Public Services Ombudsman (SPSO)
www.spso.org.uk

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For private patients, you can contact:

The Dental Complaints Service
www.dentalcomplaints.org.uk
Telephone: 020 8253 0800

 

You may also raise concerns about a dental professional with the General Dental Council (GDC) at www.gdc-uk.org, although they do not resolve individual complaints.

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Our Commitment To You

Making a complaint will not affect your ongoing care. We will always treat you with respect and fairness, and your feedback will be used to help improve our services.

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If you would like to discuss any concerns, please contact us and we will do everything we can to help.