Jenny had limited English written skills alongside no email/internet access and contacted our Duty Team.  Jenny contacted our Duty Team because she wanted to complain about her dentist but had limited written English skills and no access to email or the internet. Our MSA contacted Jenny, clarified her complaint and what she wanted to achieve and agreed with Jenny to draft a letter to the dentist using her words. The MSA checked that Jenny was happy with the content before sending it to the Practice Manager on Jenny's behalf. The Practice Manager contacted our MSA for an initial conversation, but when the MSA feedback to Jenney on the details, Jenny said she felt confident speaking to the Practice Manager directly. Following the discussion, Jenny said she was pleased that she submitted a complaint and was very happy to receive an apology from the Practice Manager and reassurances that changes would be made.