Putting it right
We look at the matter from both sides. We try to sort out the complaint in a way that is fair to everyone involved.
As a patient, you may want our help to ask the dentist involved to:
• acknowledge that something has gone wrong, and explain what went wrong and why;
• take action to put the matter right, including giving you an apology; and,
• where appropriate, refund the charges you paid for their service and contribute towards treatment you need to put things right (up to the cost of the original treatment).
We may also recommend that the dentist changes the way they work so that similar things don’t happen again.
We have no formal power to enforce our recommendations, but we expect that they will almost always be followed.