Feedback, Concerns, Comments and Complaints Policy
Information for Patients

At The Smile Boutique our aim is to give the best possible care and treatment to our patients. We welcome feedback and comments about our services and aim to deal with any concerns or complaints promptly, courteously and efficiently. We consider all feedback, comments, concerns and complaints as a positive way of looking at what we do and making changes to improve our service to patients. All views will be taken seriously and our procedures are in line with HIS Complaints procedures.


The practice Feedback and Complaints Officer is the Practice Manager.

How to make a complaint:

  • You can complain in person, by phone, or in writing by email.
  • If you can, first talk to a member of staff involved with your care. We will try to sort out the complaint on the spot.
  • If you are unable to talk to the member of staff involved with your care, ask to speak to the Practice Manager.
  • If you don’t want to complain to anyone in the practice, you can contact the Feedback and Complaints Officer Healthcare Improvement Scotland.
  • When making your complaint, please give:
  • your full name and address (and the patient’s name if you are acting on behalf of someone else);
  • as much helpful information as possible about what happened, where it happened and when, and what you would like to have done about it;
  • your preferred method of communication.

email address is

What we will do:

  • We will try to sort out the complaint on the spot. 
  • If we cannot do this, we will write to you within 3 working days. In the letter we will: 
  • tell you what action we will take to look into your complaint;
  • offer you the chance to talk to a member of staff;
  • let you know we will respond within 20 working days;
  • give you information about advice and support available to help you with your complaint.
  • We will keep information about your complaint confidential. We may have to talk to other staff or show them your dental record. If you do not want us to share information from your dental record, please tell us when you make your complaint, but bear in mind this may make it more difficult to look into your complaint.
  • We will keep a record of your details and the complaint and use it to help improve our services.

Our response:

  • We will investigate your complaint and write to you with a full response within 20 working days of receiving your complaint. If we are unable to keep to this timescale we will let you know and tell you why.
  • Our response will let you know the result of the investigation. We will:
  • show that we have looked into your complaint and reply to all the points you make;
  • offer an apology if things have gone wrong;
  • explain what we will do to stop what you complained about happening again;
  • if necessary, explain why we cannot do anything more about some parts of your complaint;
  • offer you the chance to talk to a member of staff if there is anything in the letter you do not understand;

Complaining on someone’s behalf

You can complain for someone else if you:

  • have their agreement to complain;
  • are a parent, guardian or main carer of a child and your child is not mature enough to understand how to complain;

If you change your mind after making a complaint

You can change your mind about making a complaint at any time. Please let us know as soon as possible. It would be helpful if you could write or e-mail and tell us, but otherwise a phone call will do.


If you are not happy with our response to your complaint


Complaints can be made to:

Programme Manager

Independent Healthcare Services Team

Healthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent


EH12 9EB


Tel: 0131 623 4342 (10am-2pm, Monday to Friday)