1. Why complaints handling is everyone’s job

This series

A clear and effective complaints procedure is a GDC Standard, not optional admin. This dedicated series is two 1-hour modules (2 hours). This is module 1. GDC Development Outcomes A, B and D.

Suggested study time

• Duty, how complaints arrive, and the named lead — 18 min
• Acknowledge, log, investigate — 20 min
• The local written response — 17 min
• Knowledge check — 5 min

What a complaint is

Anything that says care, service, fees or communication were not acceptable — spoken at the desk, in a letter, an email, a review, or a relative speaking on someone’s behalf. Do not wait for the word “complaint” if the meaning is clear.

Why process matters as much as the original issue

Many people who escalate are as unhappy about being ignored, delayed, or spoken down to as they are about the filling. A fair process can still leave a clinical disagreement — but a rude process almost always creates a second complaint.

Named lead

Every practice needs a named person who owns the procedure, and a deputy. Reception must know who that is on a Monday morning. The lead does not have to investigate every case personally, but someone accountable must.

Do not hide the procedure

Poster, website, and a leaflet or page people can take away. “We don’t get complaints” is not a system.