Putting things right

When we investigate complaints we look at both sides of the argument. We try to sort out the complaint in a way that is fair for all concerned.

If we do find something has gone wrong we will get the dental practice or practitioner involved to:

• Provide an explanation and acknowledgement of what went wrong 
• Take action to put the matter right, including giving you an apology
• Where appropriate, our complaints panels can recommend that a refund of fees should be made to you and/or recommend that a contribution is made towards any remedial treatment you may need, up to the value of the amount you have paid for the original treatment
  

We can also recommend that:

• Changes are made in the way the dental practice or practitioner works so that similar things don't happen again
• Lessons are learnt from things that have gone wrong

While we have no formal power to enforce our recommendations we expect that they will almost always be followed.