Complaints Procedure

1. Our commitment

We aim to provide every patient with a high standard of care. If you're ever unhappy with any aspect of your treatment or experience with us, we want to hear about it so we can put things right.

2. How to raise a concern

In the first instance, please contact us directly — by phone on 07728 808510, by email at tj@tj-smile.com, or in writing to 48 West George Street, Suite 2/3, Glasgow, Scotland, G2 1BP — and we will do our best to resolve the matter informally and quickly.

Where a concern can't be resolved this way, please put your complaint in writing (by letter or email) so we can look into it formally.

3. What happens next

We will acknowledge your written complaint within 3 working days.

We aim to provide a full written response within 20 working days of acknowledging your complaint. If our investigation is likely to take longer than this, we will explain why and give you a revised timescale.

Our response will set out what we found, any action we're taking as a result, and what to do if you remain unhappy.

4. If you're not satisfied with our response

If you remain unhappy after our final response, you can refer your complaint to the Dental Complaints Service (for private treatment) at dentalcomplaints.org.uk, or to the Scottish Public Services Ombudsman where relevant.

Concerns about a dentist's fitness to practise (rather than the standard of service) can be raised with the General Dental Council at gdc-uk.org.