Complaints Handling — 2: Escalation, learning and difficult complaints

• 1 hour verifiable CPD
• 2 of 2
• Whole dental team
• GDC outcomes A, B, D

Module 2 of 2 — what to do when local resolution fails, how NHS and private routes differ, when the GDC is the right body, and how the practice learns without creating a second fight online.

2 hours in two modules: this is 2 of 2. Complete them in numerical order: 1, then 2. Both stay open — there is no lock. This series is the dedicated complaints course. The Legal and Ethical series still covers complaints in brief as part of that GDC highly recommended topic.

What you will be able to do

1. 1Signpost NHS, private (including the Dental Complaints Service) and ombudsman routes that apply in your nation
2. 2Explain when the GDC is — and is not — the first destination
3. 3Respond to online reviews without breaching confidentiality
4. 4Log themes and change the system when the same problem repeats

The two-module series

• 1: Receiving and resolving locally
• This module — 2: Escalation, learning and difficult complaints

Use Start course below to begin at lesson 1. Later lessons unlock as you complete each step.

Suitable for: the whole team, including reception, clinicians, and the named complaints lead.

Always follow current GDC Standards, the complaints rules that apply in your UK nation, and your written practice procedure. This course is knowledge CPD, not legal advice.