Complaints Handling — 1: Receiving and resolving locally

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

Module 1 of 2 — how complaints arrive, how to acknowledge and investigate fairly, and how to write a response that actually answers the point.

2 hours in two modules: this is 1 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. 1Explain why GDC Standards require a clear, usable complaints procedure
2. 2Acknowledge and log a complaint the same working day it arrives, including at the desk
3. 3Investigate using records and staff comments without deciding the outcome in the waiting room
4. 4Write a response that answers each point, offers an apology where appropriate, and says what happens next

The two-module series

• This module — 1: Receiving and resolving locally
• 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.