At Old Coach Dental, we are committed to providing high-quality dental care in a calm, professional and patient-centred environment. We always aim to make your experience with us as smooth, comfortable and positive as possible.

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If, however, you are unhappy with any aspect of your care, treatment or experience at the practice, we want to hear from you. Your feedback helps us resolve concerns, learn from your experience and continue improving the service we provide.

We take all complaints seriously and will handle them fairly, sensitively and confidentially.

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How to make a complaint

If you would like to make a complaint, please contact the practice as soon as possible so we can try to resolve the matter quickly.

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You can make a complaint by speaking to a member of the team in person, calling the practice, emailing us or writing to us.

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Old Coach Dental
5 Old Coach Road
East Kilbride
Glasgow
Lanarkshire
G74 4DS

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Telephone: 01355 260850
Email: oldcoachdentalek@gmail.com

 

Our Practice Manager, Alana, is responsible for managing complaints at the practice. You can contact Alana by emailing alana@oldcoachdentalek.co.uk.

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If your complaint is about clinical care, we may ask the dentist or clinician involved in your treatment to provide information so we can investigate your concerns fully.

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What happens next

We will acknowledge your complaint as soon as possible, usually within three working days.

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We will then investigate your concerns carefully and aim to provide a full response as soon as reasonably possible. If the matter is more complex and we need more time to investigate, we will let you know and keep you updated.

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Our response will explain what we have found, address the points you have raised and set out any action we propose to take, where appropriate.

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Resolving concerns early

Where possible, we will try to resolve concerns quickly and informally. Sometimes a conversation with the practice manager, dentist or a member of the team is enough to clarify what has happened and agree a suitable way forward.

If your concern cannot be resolved informally, we will follow our formal complaints process.

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Complaints made on behalf of someone else

You may make a complaint on behalf of another person, such as a family member or someone you care for. To protect patient confidentiality, we may need written consent from the patient before we can discuss their care or share information with you.

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Confidentiality

All complaints are treated confidentially and handled with respect. Information relating to your complaint will only be shared with members of the team or relevant professionals where this is necessary to investigate and respond properly.

Making a complaint will not affect the care you receive from Old Coach Dental.

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If you are not happy with our response

We hope to resolve any concerns directly with you. If you are not satisfied with our final response, or if you feel your complaint has not been resolved, you may be able to contact an external organisation depending on the type of treatment involved.

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For private dental treatment, you can contact the Dental Complaints Service, which provides a free and impartial service to help resolve complaints about private dental care in the UK.

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Dental Complaints Service
Website: dentalcomplaints.org.uk
Telephone: 020 8253 0800

 

If your complaint relates to NHS dental treatment in Scotland, you can access advice and support through the Patient Advice and Support Service, known as PASS. PASS provides free, independent and confidential advice to patients using NHS services in Scotland.

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Patient Advice and Support Service
Website: pass-scotland.org.uk

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If you have completed the NHS complaints process and remain unhappy, you may be able to contact the Scottish Public Services Ombudsman.

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Scottish Public Services Ombudsman
Website: spso.org.uk
Telephone: 0800 377 7330

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Concerns about professional conduct

If your concern relates to the fitness to practise, behaviour or professional conduct of a dental professional, you can contact the General Dental Council.

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General Dental Council

Website: gdc-uk.org
Telephone: 020 7167 6000

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Our commitment

We will always aim to respond to complaints openly, honestly and constructively. Where something has gone wrong, we will acknowledge this and take appropriate steps to put things right wherever possible.

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This policy was last updated: June 2026.