Report Date


Case Against

A Dental Practice


NHS Independent Provider

Case Reference Number



Early resolution

Mr B complained about the service he received from a dental practice (“the Practice”) in the area of Aneurin Bevan University Health Board. He complained that the Practice did not have a complaints policy displayed or provide him with a copy. He said that they did not provide him with a copy of its policy regarding payments or its unreasonable behaviour policy. Mr B was also unhappy with the Practice’s response to his complaint and that it issued him with a formal warning following his complaint.

The assessment of Mr B’s complaint identified that the Practice had apologised to him for the distress and inconvenience he experienced during his visit. The assessment also identified that Mr B was not reminded of the payment policy before his dental treatment was undertaken and that he did not receive a copy of its unreasonable behaviour and complaint policies.

The Practice agreed to confirm to Mr B in writing that the formal warning has been removed from his record and supply him with a copy of its policy that includes payment terms, its unreasonable behaviour policy and its complaints policy. The Ombudsman considered this was a reasonable way to resolve Mr B’s complaint and it was closed on this basis.