2. If local resolution is not enough

Signpost clearly

Every written response should say what the patient can do next if they remain dissatisfied. The route depends on whether the care was NHS or private, and on your UK nation.

NHS care (England — typical path)

After local resolution, patients may be able to take an NHS complaint to NHS England / the relevant commissioner pathway and, if still unresolved, to the Parliamentary and Health Service Ombudsman. Use the current names and addresses on your complaints leaflet — organisations are renamed periodically.

Private care

The Dental Complaints Service (run with the GDC’s involvement) can help resolve many private dental complaints about treatment and service. It is not a fitness-to-practise investigation. Other consumer routes (Citizens Advice, small claims) exist for fees disputes.

Scotland, Wales, Northern Ireland

Each nation has its own NHS complaints and ombudsman arrangements. Your procedure must name the bodies that actually apply to your practice, not an England-only template copied from the internet.

The GDC

The GDC’s job is to protect the public by regulating professionals — not to refund a crown or re-run a filling. Patients can raise a fitness-to-practise concern. You should not tell people “complain to the GDC” as the first step for a service issue you can still put right. You also should not obstruct a patient who has a genuine public-protection concern.

Indemnity and legal claims

If the complaint includes an allegation of harm, contact your indemnity organisation early. Do not write a long speculative admission about legal fault in the complaints letter without that advice. You can still apologise for the experience and set out the facts.

Do not destroy or “tidy” records

Once a complaint or claim is in view, the record must stay intact. Module 2 covered amendments: add, do not erase.