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Complaints Procedure



At West Port Dental Practice we want to ensure that all patients are completely satisfied with their experience of our service, and thus we take any complaints very seriously. If a patient complains to any member of our team they are dealt with courteously and promptly so that the matter can be resolved as quickly as possible.


Our aim is to treat any complaints in the way in which we would like our own complaints about a service to be handled. We learn from any complaint received, and make every effort to respond to any concerns patients may have in a caring and sensitive manner.


Our Practice Manager, Lana Shepherd, is responsible for dealing with any complaint received about our service. If the complaint cannot be dealt with to your satisfaction at the time that you make it, our policy requests a formal complaint to be made, in writing, to Lana Shepherd. We will acknowledge the complaint, in writing, normally within two working days. We will seek to investigate the complaint within ten working days of receiving it in order to give an explanation of the surrounding circumstances. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay. If, at the end of the investigation, you are not satisfied with the outcome, the following can be contacted:



NHS Complaints

Tayside Health Board,

Primary Care Trust,

Kings Cross Hospital,

Clepington Road,




Private Complaints

The Dental Complaints Service

Landsdown Building,

2 Landsdowne Road,



Tel. 08456 120 540



General Dental Council

37 Wimpole Street,



Tel. 0845 222 4141





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