Log in
BANNER
Complaints handling
Complaints handling
Start course

Course Details

Hours
1 hour towards your annual CPD requirement
CPD development outcome
A
Author
Apolline
First Upload
04/01/2024
Professional interest(s)
CQC, compliance and regulation
Course details

The UK General Dental Council defines a complaint as any written or spoken expression of dissatisfaction about a dental service or treatment, whether justified or not.

Complaints usually arise from poor communication and the patient’s expectations of a good service level. It is often the negative factors in the relationship between the dental team and the patient that determines the patient’s decision to make a complaint. This course will show you how to deal with all aspects of a complaint.

This course looks at what complaints are, why patients complain, their expectations, handling complaints and the GDC, and explores the practical aspects of dealing with complaints.

Aims and objectives

The aim of this course is to provide dental professionals with an understanding of how to handle complaints from patients in line with the regulatory bodies’ requirements.

Relevant For:

Dentist
Dental therapist
Dental hygienist
Orthodontic therapist
Clinical dental technician
Dental nurse
Dental technician
Orthodontic nurse
Specialist
Back to courses
Start course
RequestMessages1TimelineExceptionsViews23Queries6Models14MailsGate
SettingsRequest history2.47sRequest Duration41MBMemory Usage10.x
Laravel Version
10.48.29
PHP Version
8.2.27
Environment
development
Debug Mode
Enabled
URL
crm.fmc-stage.thinkdemo.co.uk
Timezone
UTC
Locale
en
GET our-courses/{slug}
status
200 OK
full_url
https://cpd.fmc-stage.thinkdemo.co.uk/our-courses/complaints-handling
action_name
cpd.marketing.our-courses.single
controller_action
App\Http\Controllers\CPD\WEB\Marketing\OurCoursesController@show
Theme
Open Button Position
Hide Empty Tabs
Autoshow
Reset to defaults
status
200 OK
full_url
https://cpd.fmc-stage.thinkdemo.co.uk/our-courses/complaints-handling
action_name
cpd.marketing.our-courses.single
controller_action
App\Http\Controllers\CPD\WEB\Marketing\OurCoursesController@show
uri
GET our-courses/{slug}
domain
cpd.fmc-stage.thinkdemo.co.uk
controller
App\Http\Controllers\CPD\WEB\Marketing\OurCoursesController@show
prefix
our-courses
file
app/Http/Controllers/CPD/WEB/Marketing/OurCoursesController.php:67-86
middleware
web
duration
2.47s
peak_memory
42MB
response
text/html; charset=UTF-8
request_format
html
request_query
[]
request_request
[]
request_headers
  0 of 0   
array:15 [▼
  "accept-encoding" => array:1 [▶
    0 => "gzip, deflate, br, zstd"
  ]
  "sec-fetch-dest" => array:1 [▶
    0 => "document"
  ]
  "sec-fetch-user" => array:1 [▶
    0 => "?1"
  ]
  "sec-fetch-mode" => array:1 [▶
    0 => "navigate"
  ]
  "sec-fetch-site" => array:1 [▶
    0 => "none"
  ]
  "accept" => array:1 [▶
    0 => "text/html,application/xhtml+xml,application/xml;q=0.9,image/avif,image/webp,image/apng,*/*;q=0.8,application/signed-exchange;v=b3;q=0.7"
  ]
  "user-agent" => array:1 [▶
    0 => "Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)"
  ]
  "upgrade-insecure-requests" => array:1 [▶
    0 => "1"
  ]
  "sec-ch-ua-platform" => array:1 [▶
    0 => ""Windows""
  ]
  "sec-ch-ua-mobile" => array:1 [▶
    0 => "?0"
  ]
  "sec-ch-ua" => array:1 [▶
    0 => ""Chromium";v="130", "HeadlessChrome";v="130", "Not?A_Brand";v="99""
  ]
  "cache-control" => array:1 [▶
    0 => "no-cache"
  ]
  "pragma" => array:1 [▶
    0 => "no-cache"
  ]
  "connection" => array:1 [▶
    0 => "keep-alive"
  ]
  "host" => array:1 [▶
    0 => "cpd.fmc-stage.thinkdemo.co.uk"
  ]
]
request_cookies
[]
response_headers
  0 of 0   
array:3 [▼
  "content-type" => array:1 [▶
    0 => "text/html; charset=UTF-8"
  ]
  "cache-control" => array:1 [▶
    0 => "no-cache, private"
  ]
  "date" => array:1 [▶
    0 => "Fri, 15 Aug 2025 07:31:26 GMT"
  ]
]
session_attributes
  0 of 0   
array:1 [▼
  "_token" => "BvF9WhvAECxtp0Xtf1dle4h3KPsTlt9PezgOeHqZ"
]
  • warninglog[07:31:26] LOG.warning: strrpos(): Passing null to parameter #1 ($haystack) of type string is deprec...
  • Booting (133ms)time
  • Application (2.34s)time
  • Routing (1.52ms)
  • Preparing Response (2.27s)
  • View: cpd.marketing.pages.courses-singleviews
  • View: cpd.dashboard.parts.elements.bannerviews
  • View: cpd.marketing.master-cyanviews
  • View: cpd.parts.head.viewportviews
  • View: cpd.parts.head.faviconviews
  • View: cpd.marketing.parts.head.seoviews
  • View: cpd.marketing.parts.head.fontsviews
  • View: cpd.marketing.parts.head.stylesviews
  • View: cpd.parts.third-party-scripts.hotjarviews
  • View: sso.parts.third-party-scripts.hotjarviews
  • View: cpd.parts.third-party-scripts.google-analyticsviews
  • View: third-party-scripts.google-analyticsviews
  • View: third-party-scripts.userbackviews
  • View: cpd.parts.cookies-popup-headviews
  • View: cpd.marketing.parts.header-cyanviews
  • View: cpd.parts.logoviews
  • View: cpd.parts.footer-cyanviews
  • View: cpd.parts.cookies-popupviews
  • View: cpd.marketing.parts.preloaded-svgviews
  • View: cpd.dashboard.parts.preloaded-svgviews
  • View: cpd.parts.smooth-scroll-scriptviews
  • View: third-party-scripts.send-analyticsviews
  • View: third-party-scripts.chatviews
  • 1 x Application (94.63%)
    2.34s
    1 x Preparing Response (91.99%)
    2.27s
    1 x Booting (5.37%)
    133ms
    1 x Routing (0.06%)
    1.52ms
    23 x View (0%)
    0μs
    23 templates were rendered
    • cpd.marketing.pages.courses-singlecourses-single.blade.php#?blade
    • cpd.dashboard.parts.elements.bannerbanner.blade.php#?blade
    • cpd.marketing.master-cyanmaster-cyan.blade.php#?blade
    • cpd.parts.head.viewportviewport.blade.php#?blade
    • cpd.parts.head.faviconfavicon.blade.php#?blade
    • cpd.marketing.parts.head.seoseo.blade.php#?blade
    • cpd.marketing.parts.head.fontsfonts.blade.php#?blade
    • cpd.marketing.parts.head.stylesstyles.blade.php#?blade
    • cpd.parts.third-party-scripts.hotjarhotjar.blade.php#?blade
    • sso.parts.third-party-scripts.hotjarhotjar.blade.php#?blade
    • cpd.parts.third-party-scripts.google-analyticsgoogle-analytics.blade.php#?blade
    • third-party-scripts.google-analyticsgoogle-analytics.blade.php#?blade
    • third-party-scripts.userbackuserback.blade.php#?blade
    • cpd.parts.cookies-popup-headcookies-popup-head.blade.php#?blade
    • cpd.marketing.parts.header-cyanheader-cyan.blade.php#?blade
    • cpd.parts.logologo.blade.php#?blade
    • cpd.parts.footer-cyanfooter-cyan.blade.php#?blade
    • cpd.parts.cookies-popupcookies-popup.blade.php#?blade
    • cpd.marketing.parts.preloaded-svgpreloaded-svg.blade.php#?blade
    • cpd.dashboard.parts.preloaded-svgpreloaded-svg.blade.php#?blade
    • cpd.parts.smooth-scroll-scriptsmooth-scroll-script.blade.php#?blade
    • third-party-scripts.send-analyticssend-analytics.blade.php#?blade
    • third-party-scripts.chatchat.blade.php#?blade
    6 statements were executed44.5ms
    • ValidCourseQueryBuilder.php#41staging_fmcConnection Established
      Backtrace
      • app/Domain/CPD/Search/ValidCourseQueryBuilder.php:41
      • app/Domain/CPD/Search/ValidCourseQueryBuilder.php:56
      • app/Http/Controllers/CPD/WEB/Marketing/OurCoursesController.php:69
      • vendor/laravel/framework/src/Illuminate/Routing/Controller.php:54
      • vendor/laravel/framework/src/Illuminate/Routing/ControllerDispatcher.php:43
    • OurCoursesController.php#72staging_fmc42.73msselect * from `cpd_courses_view` where `course_slug` = 'complaints-handling' and `owner_corporate_id` is null and `course_status` = 'publish' and (`box_status` is null or `box_status` = 'publish') limit 1
      Bindings
      • 0: complaints-handling
      • 1: publish
      • 2: publish
      Backtrace
      • app/Http/Controllers/CPD/WEB/Marketing/OurCoursesController.php:72
      • vendor/laravel/framework/src/Illuminate/Routing/Controller.php:54
      • vendor/laravel/framework/src/Illuminate/Routing/ControllerDispatcher.php:43
      • vendor/laravel/framework/src/Illuminate/Routing/Route.php:259
      • vendor/laravel/framework/src/Illuminate/Routing/Route.php:205
    • CPDValidCourse.php#96staging_fmc390μsselect * from `cpd_courses` where `cpd_courses`.`id` = 693 limit 1
      Bindings
      • 0: 693
      Backtrace
      • app/Models/CPD/CPDValidCourse.php:96
      • app/Http/Controllers/CPD/WEB/Marketing/OurCoursesController.php:78
      • vendor/laravel/framework/src/Illuminate/Routing/Controller.php:54
      • vendor/laravel/framework/src/Illuminate/Routing/ControllerDispatcher.php:43
      • vendor/laravel/framework/src/Illuminate/Routing/Route.php:259
    • CPDCourseTrait.php#24staging_fmc370μsselect * from `cpd_topics` where `cpd_topics`.`id` = 5 limit 1
      Bindings
      • 0: 5
      Backtrace
      • app/Models/CPD/CPDCourseTrait.php:24
      • view::cpd.marketing.pages.courses-single:17
      • vendor/laravel/framework/src/Illuminate/Filesystem/Filesystem.php:124
      • vendor/laravel/framework/src/Illuminate/View/Engines/PhpEngine.php:58
      • vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:72
    • CPDCourseTrait.php#38staging_fmc300μsselect * from `cpd_authors` where `cpd_authors`.`id` = 472 limit 1
      Bindings
      • 0: 472
      Backtrace
      • app/Models/CPD/CPDCourseTrait.php:38
      • view::cpd.marketing.pages.courses-single:90
      • vendor/laravel/framework/src/Illuminate/Filesystem/Filesystem.php:124
      • vendor/laravel/framework/src/Illuminate/View/Engines/PhpEngine.php:58
      • vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:72
    • CPDCourse.php#170staging_fmc370μsselect `cpd_interests`.*, `cpd_course_interest`.`course_id` as `pivot_course_id`, `cpd_course_interest`.`interest_id` as `pivot_interest_id` from `cpd_interests` inner join `cpd_course_interest` on `cpd_interests`.`id` = `cpd_course_interest`.`interest_id` where `cpd_course_interest`.`course_id` = 693
      Bindings
      • 0: 693
      Backtrace
      • app/Models/CPD/CPDCourse.php:170
      • view::cpd.marketing.pages.courses-single:118
      • vendor/laravel/framework/src/Illuminate/Filesystem/Filesystem.php:124
      • vendor/laravel/framework/src/Illuminate/View/Engines/PhpEngine.php:58
      • vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:72
    • CPDCourseTrait.php#78staging_fmc340μsselect * from `cpd_professions` where `slug` in ('dentist', 'dental_therapist', 'dental_hygienist', 'orthodontic_therapist', 'clinical_dental_technician', 'dental_nurses', 'dental_technician', 'orthodontic_nurse', 'specialist')
      Bindings
      • 0: dentist
      • 1: dental_therapist
      • 2: dental_hygienist
      • 3: orthodontic_therapist
      • 4: clinical_dental_technician
      • 5: dental_nurses
      • 6: dental_technician
      • 7: orthodontic_nurse
      • 8: specialist
      Backtrace
      • app/Models/CPD/CPDCourseTrait.php:78
      • view::cpd.marketing.pages.courses-single:181
      • vendor/laravel/framework/src/Illuminate/Filesystem/Filesystem.php:124
      • vendor/laravel/framework/src/Illuminate/View/Engines/PhpEngine.php:58
      • vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:72
    Retrieved14CreatedUpdatedDeleted
    App\Models\CPD\CPDProfession9CPDProfession.php#?
    App\Models\CPD\CPDValidCourse1CPDValidCourse.php#?
    App\Models\CPD\CPDCourse1CPDCourse.php#?
    App\Models\CPD\CPDTopic1CPDTopic.php#?
    App\Models\CPD\CPDAuthor1CPDAuthor.php#?
    App\Models\CPD\CPDInterest1CPDInterest.php#?
        ClearShow all
        Date ↕MethodURLData
        #12025-08-15 07:31:28GET/our-courses/complaints-handling123614