Complaints Policy and Procedure

At Arheus Dental, we are committed to ensuring that all our patients have a positive experience with our services. We welcome feedback and take all complaints seriously. Our aim is to address any concerns courteously, efficiently, and promptly in order to achieve a fair and satisfactory resolution. Our complaints procedure outlines how we manage and respond to complaints. The designated person responsible for overseeing complaints within the practice is Kate Koteska.

How to Make a Complaint

We hope that most concerns can be resolved quickly and easily, often at the time they arise and directly with the person involved. If your concern cannot be resolved in this way and you wish to make a complaint, you may do so by:

● Speaking to a member of our team in person

● Contacting us by telephone

● Writing to us by letter

● Sending us an email

Complaints Made Verbally

If you wish to make a complaint in person or by phone, we will listen carefully and aim to resolve the issue immediately where possible. If the matter requires further investigation, your complaint will be referred to the Complaints Manager. If they are unavailable, a team member will record your details and a summary of your concern. Your complaint will be acknowledged within three working days.

Complaints Made by Email or Letter

Any written complaints will be passed immediately to the Complaints Lead. We will acknowledge your complaint within three working days and explain how it will be handled.

Investigation Process

We will contact you to discuss your complaint unless the matter can be resolved quickly and informally. If your complaint involves clinical care, it may be referred to the treating dentist unless you specifically request otherwise.

A full investigation will be carried out and we aim to provide a written response within 10 working days. If more time is required, we will inform you and explain when you can expect a response.

In some cases, particularly if the matter involves clinical care, we may seek advice from our indemnity provider, insurers, or legal advisors.

Complaints Made on Behalf of Someone Else

We strictly adhere to patient confidentiality rules. If you are making a complaint on behalf of someone else, we will require written permission from the patient before we can discuss the complaint with you.

Time Limit for Complaints

Complaints should normally be made within 12 months of the event giving rise to the complaint or within 12 months of the issue being identified.

Escalating Your Complaint

Healthcare Improvement Scotland (HIS) is the regulator for independent healthcare services in Scotland. You may contact HIS at any time if you have concerns about the care or services provided by Arheus Dental. 

Healthcare Improvement Scotland (HIS)

Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB

Phone: 0131 623 4340

Email: his.ihcregulation@nhs.scot

Dental Complaints Service

Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA

Phone: 0208 253 0800

Email: info@dentalcomplaints.org.uk

General Dental Council (GDC)

37 Wimpole Street, London, W1M 8DQ

Phone: 0207 167 6000

Email: standards@gdc-uk.org