How to make a complaint about dental treatment

Common Dental Complaints

• Badly done treatment
• Broken crowns and bridges
• Excessive fees

Was the treatment NHS dental treatment or was it private dental treatment? The process is different.

NHS Dental Treatment

• Complain to the dentist/dental practice. You may do this verbally if you wish but it is much better to do it in writing. According to the NHS Primary Care Trust’s contract with the dentist you should get an acknowledgement of your complaint within 3 days and a full written response within 10 days. Your letter to the dental practice should be brief and concise, use bullet points and headings, do not ramble on and do not accuse anyone at this stage. Stick to the facts – what is wrong, when did you first notice the problem and what do you want the dentist to do to resolve the situation. The dental practice should have a formal complaints procedure – ask to see a copy of this if you would like to. Your complaint should normally be within 12 months of the work or as soon as the problem came to your notice.
• If you cannot resolve your problem with the dental practice then write to your local Primary Care Trust (PCT) who will investigate the complaint.
• If you are still not happy you should then contact The Patient Advice and Liaison Service (PALS www.pals.nhs.uk ) PALS provide help, advice and support on NHS services. There is a PALs associated with every NHS trust and they will make sure your complaint is properly investigated. If necessary they will help you get in touch with the Independent Complaints Advocacy Service (ICAS).  ICAS is a free service and they will help you to make a formal complaint.
• If you are still not happy then next in line is the Health Service Ombudsman.

[Note: Previously the Healthcare Commission were the people to contact before you went to the Ombudsman with your complaint however they ceased to exist on 1 April 2009. The Care Quality Commission are now the regulators of health and social care (in England) and the complaints system is now different and is listed above]

Private Dental Treatment

• Complain to the dentist/dental practice as detailed above.
• If you are not satisfied then complain to the Dental Complaints Service (this is an independent service funded by the General Dental Council) www.dentalcomplaints.or.uk . You can create a complaint letter online at the above website. The Dental Complaints Service will investigate both sides of the complaint and give their recommendations. Although they have no formal powers and can only offer recommendations they say that their recommendations are almost always followed.
• Then it’s the courts if you still think you have a case against the dentist.

[Note the General Dental Council (the dental regulator) will only investigate complaints that concern serious patient safety issues]

Is it always the dentist’s fault

It is important to remember that when things don’t go according to plan it is not necessarily the dentist’s fault. For instance a particular tooth might be diseased or damaged so much that nothing any dentist can do will save it.