Complaints
We would rather hear it than not.
If something about your treatment or your visit was wrong, tell us. A complaint made to our face is worth more to this clinic than a five-star review, because it is the only thing that changes how we work.
Nobody is treated differently for complaining. That is not a reassurance, it is a rule.
First, Safety
Care first. The complaint keeps.
If something has gone wrong medically.
Call the clinic on +350 200 64464 and describe what is happening. If it is during opening hours we will usually ask you to come in and be looked at the same day, and there is no charge for that.
If it is urgent, or outside our hours, seek medical care first. St Bernard’s Hospital, your own doctor, or emergency services if it is serious. Get treated, then tell us. Bring or send whatever you were given, and we will put our clinical record beside it.
Three Stages
Start at the first stage. Most things end there.
Say it to the person treating you, at the time.
If the room is too cold, the pressure is too much, the explanation did not make sense, or the result is not what you were led to expect — say so while you are still in the chair. Almost everything can be put right in the moment, and nothing is easier to fix later.
Ask for Dr Natalie.
Dr Natalie Olivera, BDS (Hons) MFDS RCS (Eng), is a general dentist and Level 7 aesthetics clinician, and she is the clinical lead here. Ask reception for her by name, on the day or by telephone. She will look at your record with you and tell you what she thinks, including when she thinks we were at fault.
Put it in writing.
If the first two stages have not settled it, write to the clinic at 36 Engineer Lane, Gibraltar GX11 1AA, or hand a letter in at reception. Set out what happened, when, and what you would like done about it.
In Writing
If a complaint is going to take longer than twenty working days, we will tell you that inside the twenty rather than let the date pass.
What happens once you write.
- Acknowledgement
- Within 5 working days
- Full written response
- Within 20 working days
- Handled by
- The clinical lead
- Cost to you
- None
- Held on file
- Separately from your clinical record
We will read your treatment record, speak to whoever treated you, and write back with what we found. Not a form letter — an answer to what you actually asked.
If we were wrong, we will say so plainly, explain what we are changing, and put right what can be put right.
If we do not think we were wrong, we will say that too, and set out the reasons rather than leave you guessing.
You may bring someone with you to any meeting about a complaint, and you may ask for a copy of your record at any point. See the privacy notice.
Beyond Us
You do not need our permission to go further.
Coming to us first usually gets the quickest answer, and we would like the chance. But you are entitled to take a concern elsewhere at any point, whether or not you have raised it here, and doing so changes nothing about how you are treated in this clinic.
Gibraltar Health Authority. For a clinical concern about care given in Gibraltar. They can advise you on where a complaint about a private clinic should be directed and what they are able to look at.
General Dental Council. The regulator of registered dentists in the United Kingdom. Dr Natalie Olivera, BDS (Hons) MFDS RCS (Eng), is a general dentist and a registrant, so a concern about her professional conduct can be raised with them directly.
Gibraltar Regulatory Authority. For anything about how your personal information has been handled, rather than about your treatment.
Your own solicitor. Nothing on this page limits any legal right you have, and no complaints procedure could.
If you tell us you are going to one of these, we will not obstruct it. We will send you your record and answer what we are asked.
Signature
Tell us while it is still small. That is when we can do something about it.
Call +350 200 64464 36 Engineer Lane, Gibraltar GX11 1AA
Last reviewed: August 2026.