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 Carla Keenleyside, the practice’s named complaints manager.
• In writing: Kirkgate Dental Surgery, 36 Kirkgate, Tadcaster, North Yorkshire, LS24 9AD, or email [email protected] 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.
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.