Complaints procedure

Last updated: 26 October 2026

We want every patient to be glad they chose us. If something hasn’t met your expectations, please tell us — we take every concern seriously, and complaints are handled courteously, promptly and without affecting your future care.

How to complain

Raise your concern in whichever way suits you:

• In person or by phone: speak to any member of the team, or call 01937 835551 and ask for the practice’s complaints lead. [CONFIRM: named complaints manager]
• In writing: Kirkgate Dental Surgery, 36 Kirkgate, Tadcaster, North Yorkshire, LS24 9AD, or email private@kirkgatedentalsurgery.co.uk with “Complaint” in the subject line.

What happens next

1. We’ll acknowledge your complaint within three working days.
2. We’ll investigate properly — this may include reviewing your records and speaking with everyone involved.
3. We aim to give you a full response within ten working days of acknowledgement. If the investigation needs longer, we’ll tell you why and keep you updated. [CONFIRM: response timescales match the practice's complaints policy]
4. Where something has gone wrong, we’ll say so, apologise, and explain what we’re changing.

If you’re not satisfied

If you feel we haven’t resolved your complaint, you can escalate it:

• Dental Complaints Service (for private dental care): dcs.gdc-uk.org, 020 8253 0800.
• General Dental Council (concerns about a dental professional’s fitness to practise): gdc-uk.org, 020 7167 6000.
• Care Quality Commission (feedback about a regulated service): cqc.org.uk, 03000 616161. The CQC doesn’t investigate individual complaints but uses feedback in its regulation of practices.