At Glasgow Denture Studio Ltd we try to ensure that all our patients are pleased with their experience of our service and take all complaints very seriously.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible.  Complaints should be addressed to the complaints Officer – Elaine McIntosh.

What we will do

The complaints officer will make every effort to resolve verbal complaints within 24 hours and written complaints will be acknowledged within 2 working days.

We will investigate your complaint within 10 working days.  We shall then offer you an explanation and/or a meeting to discuss the complaint.

In investigating your complaint we shall aim to:

• Establish the facts
• Make it possible for you to discuss the problem with those concerned
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

If you are complaining on behalf of someone else, we would adhere to the rules of confidentiality.  We would therefore require the patient’s permission for you to act on their behalf.