Report Date


Case Against

An NHS Independent Provider Dental Practice


NHS Independent Provider

Case Reference Number



Early resolution

Ms C complained that the dental practice failed to respond to communication, in particular a complaint she raised in May 2023.

The Ombudsman found that the dental practice overlooked Ms C’s initial complaint which was received via email. She said that this caused distress and frustration to Ms C.

The Ombudsman decided to settle the complaint without an investigation. She sought and gained the dental practice’s agreement to log the complaint formally, issue an acknowledgement with its apology and to provide its complaint response by the end of the month.