Most problems with dental treatment get sorted by a conversation with the practice. When they do not, there is a clear route, and it is different for NHS and private treatment.
Step 1: the practice itself
Every dental practice must have a written complaints procedure and tell you how to use it. Start there, in writing, setting out what happened, what you want (an explanation, a refund, the work redone) and when. Keep copies. Practices are expected to acknowledge a complaint promptly and respond fully, usually within a few weeks.
Many complaints end here, and a dentist who gets a clear, calm written complaint is often willing to put things right.
Step 2 for NHS treatment
If the practice does not resolve it, you can complain to the body that commissions NHS dentistry in your area, which is now your local Integrated Care Board (ICB). You can go to the ICB instead of the practice if you prefer, but not both at the same time. The Patient Advice and Liaison Service (PALS) at your local hospital can help you find the right contact and understand the process.
If you are still unhappy after the NHS complaints process, you can take it to the Parliamentary and Health Service Ombudsman, which is free and independent.
Step 2 for private treatment
For private dental care, the next stop is the Dental Complaints Service. It is funded by the General Dental Council, free to use, and resolves complaints about private treatment by mediation. It can help you reach a resolution such as a refund or remedial treatment, but it cannot award compensation or discipline a dentist.
Serious concerns: the General Dental Council
The GDC is the regulator. It does not handle ordinary complaints about cost or customer service, but it does investigate concerns about a dentist's fitness to practise: serious or repeated clinical failings, dishonesty, working while impaired, or treating patients without being registered. If your concern is about safety or conduct rather than a single disappointing outcome, raise it with the GDC as well as the complaints route.
Things that help any complaint
- Keep dates, receipts, treatment plans and photographs.
- Ask for a copy of your dental records. You are entitled to them.
- Be specific about the outcome you want.
- If you have been harmed and are considering a legal claim, note that there are time limits, usually three years from when you knew something was wrong, and get advice early.
Illegal practice
If someone who is not a registered dental professional has done dental work on you, including tooth whitening in a salon, report it to the GDC. They prosecute illegal practice.
This is general information, not legal advice.