Complaints Procedure

At Pristine Smile, we are committed to providing high-quality dental care and an excellent patient experience. We value patient feedback and take any concerns or complaints seriously.

Our aim is to resolve concerns promptly, professionally, fairly, and confidentially.

Our Commitment to Patients

We strive to ensure that every patient receives:

Professional and respectful care
Clear communication and treatment explanations
Honest advice and transparent treatment planning
A safe and comfortable environment
High standards of NHS and private dental care

If you feel dissatisfied with any aspect of your experience, we encourage you to contact us so we can investigate and resolve the matter appropriately.

How to Raise a Complaint

If you have a complaint regarding your dental treatment, service, or experience at Pristine Smile, please contact the practice directly.

Contact Details

Pristine Smile
24–27 Brandon Terrace
Edinburgh
EH3 5DZ

Email: info@pristinesmile.co.uk

Phone: 0131 297 3654

Complaints can be made in person, by telephone, by email, or in writing.

We recommend raising concerns as soon as possible to help us investigate the matter effectively.

What Happens Next

Once your complaint has been received:

We will acknowledge your complaint within 3 working days
A full and confidential investigation will be carried out
We aim to provide a full response within 10–20 working days depending on the complexity of the matter
If additional time is required, we will keep you informed throughout the process

Our goal is always to reach a fair and satisfactory resolution wherever possible.

Confidentiality

All complaints are handled confidentially and in accordance with UK data protection regulations.

Making a complaint will not affect the quality of care or treatment you receive from our practice.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may contact the relevant organisations for further guidance.

General Dental Council (GDC)

The General Dental Council regulates dental professionals in the UK.

Website: https://www.gdc-uk.org

NHS Complaints Information

For NHS dental treatment concerns, additional guidance is available through NHS Scotland.

Website: https://www.nhsinform.scot

Patient Feedback

We welcome all feedback as part of our commitment to continuously improving patient care and experience at Pristine Smile.

Patient feedback helps us maintain the high standards of dentistry and service we aim to provide across Edinburgh and surrounding areas.

Accessibility & Support

If you require assistance making a complaint or need information in an alternative format, please contact the practice and a member of our team will be happy to help.