Citrus Dental Care · NHS Treatment
Last reviewed: 1 July 2026 · Next review: 1 July 2029

Our Commitment

We take every complaint seriously at Citrus Dental Care. When something goes wrong, or when a patient feels it has, we want to hear about it. Every concern is dealt with courteously, promptly, and with genuine care. We aim to handle complaints in the same way we’d want our own concerns handled if the roles were reversed, and we use every piece of feedback to improve the service we provide.

Who Handles Complaints

The person responsible for managing complaints at Citrus Dental Care is Fotis Bousis, our Practice Complaints Manager. All complaints, whether received in person, by telephone, or in writing, are directed to him.

How to Raise a Complaint

In person or by telephone
If you raise a concern in person or over the phone, a member of our team will listen carefully, make a written record of your complaint, and provide you with a copy. We will offer to connect you with the Complaints Manager straight away. If he is not immediately available, we will tell you when he will be and arrange for him to contact you. If that timeframe doesn’t work for you, we will make alternative arrangements to ensure your complaint is dealt with promptly.

In writing or by email
Written complaints will be passed to the Complaints Manager immediately upon receipt.

Complaints about clinical care or treatment costs
Where a complaint relates to clinical care or associated charges, it will normally be referred to the treating dentist, unless you would prefer this not to happen.

What Happens Next

Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receiving it. We will enclose a copy of this policy and offer to discuss the matter with you at a time that suits you. We will also ask how you would prefer to be kept informed, by telephone, email, letter, or face to face and explain how the investigation will be handled and how long it is likely to take.

Investigation
We will investigate your complaint as quickly and thoroughly as possible, keeping you informed of progress throughout. Investigations are normally completed within 20 working days.

Our response
When the investigation is complete, we will provide you with a full written report covering how the complaint was considered, our conclusions on each specific point you raised, any remedial action we are taking or have taken, and our assessment of the steps already in place.

Records
We maintain proper records of all complaints received and any actions taken in response. These records are used to continually improve the service we provide.

If You Are Not Satisfied

If you feel our response has not resolved your complaint, you have the right to refer it to an independent body.

For complaints about NHS treatment:
NHS Lothian · www.nhslothian.scot

Scottish Public Services Ombudsman
Freepost SPSO · Edinburgh EH3 0BR
Tel: 0800 377 7330
www.spso.org.uk

For complaints about private treatment:
Dental Complaints Service
Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
Tel: 08456 120 540

For concerns about a dentist’s fitness to practise:
General Dental Council
37 Wimpole Street, London W1M 8DQ
www.gdc-uk.org

Citrus Dental Care · 1 Meadow Place, Edinburgh EH9 1JZ · 0131 285 3308 · info@citrusdentalcare.co.uk