Private dental patients face broken complaints system, Which? warns

A survey by the watchdog Which? has warned that private dental patients in the UK are facing a ‘broken’ complaints system when dealing with treatment issues or unexpected costs.

Of the 1,009 patients surveyed who had experienced problems in the last two years, 39% felt costs were excessive, 22% paid more than originally quoted, and 21% reported unclear upfront pricing. Regarding clinical care, 26% were dissatisfied with treatment quality, and 10% reported direct clinical mistakes. The study also noted that 16% experienced high-pressure tactics regarding specific treatments, while 11% felt forced into monthly payment plans.

The British Dental Association (BDA) stated that patients deserve transparency regarding costs and an effective process for complaints. However, the BDA noted that the survey group may not be representative of the millions of patients using private dentists annually.

Data shows that 62% of those polled chose not to lodge a formal complaint, citing fears of damaging their relationship with their dentist or a belief that complaining would not result in any change.