Oral Health›Dental visits and treatments

Complaints About Dental Care: How to Raise a Concern

If you are unhappy with your dental care, the practice is usually the best place to start. Here is who to go to next in the UK, Australia and the US, the time limits, and how to get your records or a second opinion.

Updated September 2026·By the OHA editorial team·10 min read·How we write
Key takeaways
  • Start with the practice. Dental bodies in the UK, Australia and the US all suggest this.
  • In the UK, NHS complaints go through the NHS and then an ombudsman; private complaints can go to the Dental Complaints Service.
  • Regulators (the General Dental Council in the UK, Ahpra in Australia, state dental boards in the US) deal with serious concerns about safety and conduct. The UK and Australian regulators cannot arrange refunds or compensation.
  • Time limits apply. Most UK NHS routes expect a complaint within 12 months, and Scotland and Northern Ireland ask for 6 months where possible.
  • You can ask for a copy of your dental records, and for a second opinion.

Sometimes dental treatment goes wrong, or you are unhappy with how you were treated or charged. Raising a concern calmly, in writing, and saying what you would like to happen gives you the best chance of a fair outcome. To check that a dental professional is registered, see finding a dentist.

Start with the practice

The General Dental Council (GDC), the UK regulator of dental professionals, says every NHS and private practice must have a formal complaints procedure. You can raise a concern informally or ask for the procedure and follow it, ideally addressing the dental professional who treated you. The practice can apologise, offer a refund or agree to put things right.

Under the GDC's standards, the procedure should be on display, and dental professionals should reply in writing within its time limits, offer an apology and a practical solution where appropriate, and tell you where else to go if you are still unhappy.

The Dental Complaints Service (DCS) suggests that when you write, you:

  1. set out clearly what your complaint is about
  2. explain what you would like as a resolution, for example a refund
  3. ask for a reply within ten working days

The DCS offers a free letter template. Ahpra (the Australian Health Practitioner Regulation Agency) and the American Dental Association (ADA) both say talking to the practitioner first often resolves things.

UK: was your care NHS or private?

The GDC says to check this first: many practices offer both, even in one appointment, and the practice can tell you.

NHS dental care

  • England. NHS England says you can complain to the practice or to the commissioner, your local integrated care board (ICB), but not both. Complaints should normally be made within 12 months of the event or of you becoming aware of it, and this can be extended if there are good reasons. Free help is available from an NHS complaints advocate (ask your local Healthwatch). If you are unhappy at the end, the independent Parliamentary and Health Service Ombudsman makes final decisions (helpline 0345 015 4033).
  • Scotland. NHS inform says to complain within 6 months of the event or of finding out, and no later than 12 months after the event. The Patient Advice and Support Service, through Citizens Advice Bureaux, can help. After that, you can go to the Scottish Public Services Ombudsman, which cannot normally look at events more than 12 months ago.
  • Wales. From April 2026, NHS Wales handles concerns through a process called Listening to People (earlier concerns stay under the older Putting Things Right process). The Welsh Government says to ask the practice first, or your health board if you prefer. You can take up to 12 months to raise a concern, and Llais offers free advocacy. If you are still unhappy, contact the Public Services Ombudsman for Wales within 12 weeks of the response.
  • Northern Ireland. nidirect says to complain to the practice first, as soon as possible and usually within 6 months of becoming aware, and normally no later than 12 months after the event. The Patient and Client Council offers support, and the next step is the Northern Ireland Public Services Ombudsman.

Private dental care

The Dental Complaints Service is a free, impartial UK-wide service for private dental care, funded by the GDC but independent (020 8253 0800). After you have tried the practice, it works with you both to reach a resolution. Its final stage, a panel, makes recommendations that are not legally binding.

It can help with complaints raised within 12 months of each treatment, or of you becoming aware of a problem. It can help you seek an explanation or apology, a refund for failed treatment, free repair work if you both agree, or a contribution towards repair work elsewhere. It cannot help with NHS care, compensation for losses or pain, legal or clinical advice, or staff who are not registered, such as receptionists. For treatment under a dental plan, contact the plan provider first.

For compensation, the DCS and the GDC suggest a solicitor or Citizens Advice. The DCS notes a three-year time limit for legal claims, from when you became aware of the problem.

When to go to the General Dental Council

The GDC says it cannot resolve complaints or arrange refunds. Report to it if you have been harmed or think a dental professional is a risk to patients, for example serious or repeated mistakes, violence, sexual misconduct, discrimination or fraud. It also investigates people practising dentistry, including tooth whitening, without being registered.

For how a practice is run, including cleanliness, the GDC points to the care regulator where you live, such as the Care Quality Commission in England.

Australia

After speaking to the practice, Ahpra says where to go depends on the problem and where you live:

  • Unsafe care or unprofessional behaviour (for example mistakes in a procedure or infection control problems): raise it with Ahpra (1300 419 495) in the ACT, Northern Territory, South Australia, Tasmania, Victoria and Western Australia. In New South Wales, contact the Health Care Complaints Commission or the Health Professional Councils Authority; in Queensland, the Office of the Health Ombudsman.
  • Fees and charges, access to your records, or the level of service: Ahpra cannot consider these. Contact your state or territory health complaints organisation, such as the Health Complaints Commissioner in Victoria.

Ahpra explains that health complaints organisations aim to resolve disputes and may help with mediation or compensation, while National Boards act only on registration. Powers differ: Victoria's Health Complaints Commissioner lists a refund or compensation among possible outcomes, while the NSW Health Care Complaints Commission says it cannot order either.

US

The ADA suggests two options if talking to your dentist does not help:

  • Peer review. Some state dental societies run this dispute resolution process for disagreements about the quality or appropriateness of care, and sometimes fees. A committee may review your records and try to mediate.
  • Your state dental board, the state agency that licenses dentists and takes disciplinary action for misconduct.

Boards set their own rules. The Texas and California boards, for example, do not handle fee disputes.

Getting a copy of your dental records

  • UK. The DCS says to ask your dental professional, and to contact the Information Commissioner's Office (ICO) if you have difficulties. The ICO says anyone can make a subject access request (a request for a copy of your personal information), and organisations usually have one month to respond. nidirect gives a different timescale for Health Service patients in Northern Ireland: they can inspect their records and X-rays free within 40 working days of a written request, but may pay for copies.
  • Australia. The Office of the Australian Information Commissioner (OAIC) says you have a general right to request the health information a dentist holds about you. It considers 30 days a reasonable time to respond, and any fee must not be excessive.
  • US. The Department of Health and Human Services says HIPAA, the federal health privacy law, covers most dentists and gives you the right to see and get copies of your health information. The provider normally has up to 30 days. You can be charged a reasonable fee, but cannot be refused for an unpaid bill.

Getting a second opinion

The ADA says that if you are uncomfortable with what is being recommended, you should feel free to seek a second opinion. nidirect says Health Service patients in Northern Ireland are free to get one, but the Health Service will not cover another dentist's charge. For a complaint about failed treatment, the DCS may ask you to get a second opinion at your own cost.

Looking after your teeth while a complaint is going on
  • The DCS suggests seeing a dental professional to find out what treatment is needed to put things right.
  • nidirect says Health Service patients in Northern Ireland are entitled to emergency treatment from their dentist or another dentist.
  • For severe pain, swelling or bleeding, see dental emergencies for where to get urgent help.

Frequently asked questions

Will complaining affect my future care?

It should not. NHS Wales guidance says you will not be treated differently for raising a concern.

Can I complain for someone else?

Usually, with their permission. NHS England says to include the person's written consent, and that you may be able to complain for someone who has died, lacks mental capacity, or is a child who cannot complain for themselves.

What if I have missed the time limit?

Ask anyway. NHS England, NHS inform and the Welsh Government all say a late complaint can sometimes be accepted, for example where there were good reasons for the delay. For private care, the DCS suggests writing to the dental professional and seeking advice from Citizens Advice.

Sources

  1. How to make a complaint or get a refund, General Dental Council, accessed September 2026
  2. Report a public protection issue or concern about a dentist or dental professional, General Dental Council, accessed September 2026
  3. Principle five: have a clear and effective complaints procedure, General Dental Council Standards for the Dental Team, accessed September 2026
  4. Dental Complaints Service, Dental Complaints Service, accessed September 2026
  5. What we can help with, Dental Complaints Service, accessed September 2026
  6. Our complaint resolution process, Dental Complaints Service, accessed September 2026
  7. Create a complaint letter, Dental Complaints Service, accessed September 2026
  8. Feedback and complaints about NHS services, NHS England, accessed September 2026
  9. Feedback, complaints and your rights, NHS inform (Scotland), accessed September 2026
  10. NHS Wales complaints and concerns: Putting Things Right, Welsh Government, accessed September 2026
  11. Listening to People: NHS Wales complaints, incidents and redress process, Welsh Government, accessed September 2026
  12. Listening to People: how to raise a concern about NHS Wales (PDF), Welsh Government, 2026, accessed September 2026
  13. Listening to People: people's guidance (PDF), Welsh Government, 2026, accessed September 2026
  14. How to complain or raise concerns about health services, nidirect (Northern Ireland), accessed September 2026
  15. Seeing a dentist, nidirect (Northern Ireland), accessed September 2026
  16. Getting copies of your information (SAR), Information Commissioner's Office, accessed September 2026
  17. How to raise a concern about a health practitioner, Australian Health Practitioner Regulation Agency, accessed September 2026
  18. Other health complaints organisations, Australian Health Practitioner Regulation Agency, accessed September 2026
  19. About complaints, Health Complaints Commissioner (Victoria), accessed September 2026
  20. Frequently asked questions: health consumers, NSW Health Care Complaints Commission, accessed September 2026
  21. Access your health information, Office of the Australian Information Commissioner, accessed September 2026
  22. What is a health service provider?, Office of the Australian Information Commissioner, accessed September 2026
  23. Problems with your dentist, American Dental Association (MouthHealthy), accessed September 2026
  24. State dental boards, American Dental Association, accessed September 2026
  25. Statement on dental implant practices in the news, American Dental Association, November 2024, accessed September 2026
  26. How to submit a complaint, Texas State Board of Dental Examiners, accessed September 2026
  27. Complaints about licensees, Dental Board of California, accessed September 2026
  28. Get it. Check it. Use it., US Department of Health and Human Services, accessed September 2026
  29. Your rights under HIPAA, US Department of Health and Human Services, accessed September 2026

This article is general information about oral health. It is not a diagnosis or a substitute for advice from a dentist or doctor who knows your situation. If you have pain, swelling, bleeding that does not settle, or a problem that is getting worse, see a dental professional. In an emergency, contact your local emergency service.

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