Raising a Concern with Us
Updated October 2026. If anything about your care or your visit has not been right, we want to hear about it, and telling us directly is usually the quickest way to fix it.
How to Raise It
Have a word with anyone at reception or with your dentist, call 01382 477350, email info@ferrysmilestudios.co.uk, or write to the practice manager at 196 Brook Street, Broughty Ferry DD5 2AH. A lot of problems can be sorted the same day once we know about them, and making a complaint will never affect the care you receive.
Our Timescales
We Acknowledge It
Within three working days of receiving your complaint, so you know it has reached the right person.
We Look Into It
We speak to the people involved and check your records and any correspondence.
You Get a Full Reply
Our aim is to respond in full within 20 working days. If we need longer, we will explain why and give you a new date.
Complaints About NHS Treatment
You can bring an NHS complaint to us first. If you would rather not, or you are unhappy with our reply, NHS Tayside has a complaints team that can take it on. Should you still be dissatisfied once you have their final response, you can ask the Scottish Public Services Ombudsman (SPSO) to review how it was handled.
The Patient Advice and Support Service (PASS), through Citizens Advice Scotland, gives free, independent help with NHS complaints if you would like someone on your side.
Complaints About Private Care
Concerns about private treatment come to us first. If our final reply does not settle things, the Dental Complaints Service can help. It is free to use and independent of the practice.
Concerns About a Clinician
If your worry is about whether a dentist or hygienist is fit to practise, rather than about a service problem, you can raise it with the General Dental Council, which registers all of our clinicians.