Unsuitable NHS Dental Contract
The existing NHS dental contract is no longer fit for purpose, requiring fundamental reform.
Source spread
Where this theme appears
This theme appears across 5 independent accountability sources, so the source mix matters as much as the headline total.
6 PFD reports
16 committee recs
6 IMB recs
41 PHSO decisions
72 LGO/SPSO decisions
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
Prevention of Future Deaths reports(6)
Katherine Hogan
Concerns: Persistent staff shortages led to patients being kept overnight in unsuitable clinical areas, with the Trust failing to address reported staffing issues or implement requested increases.
Response (Maidstone and Tunbridge Wells): The Trust has implemented several changes including increased monitoring of patients in the clinical decision unit (CDU), revised admission criteria for the CDU, reassessed safe staffing levels, increased senior nursing …
Responded
Ivan O’Neill
Concerns: Inadequate patient monitoring due to a frail, restless patient being out of sight, combined with an insufficiently sensitive dialysis alarm, delayed detection of a critical bleed.
Overdue
Ann Stillwell
Concerns: The Commissioner failed to authorise essential 1:1 care for a patient at high risk of falls, despite it being the only identified method to mitigate her specific risks.
Response (Clinical Commissioning Group): The Clinical Commissioning Group has already introduced changes to the process of requesting 1-to-1 care by care providers in November 2020, including routing requests to a senior nurse assessor for …
Response (Dept of Health and Social Care): The Department of Health and Social Care acknowledges the concerns raised and states that the CCGs are responsible for commissioning 1:1 care and have provided a response detailing actions taken. …
Responded
Mark Jones
Concerns: Significant backlogs are delaying patient appointments, and the absence of a national protocol for dentists to include photographs with referrals hinders triage accuracy, risking urgent cases being missed.
Response (Department of Health and Social Care): The Chief Dental Officer will reinforce the importance of good referral practice in future communications on oral cancer to the dental profession and commissioners, and will cascade similar communication and …
Responded
Barry Lall
Concerns: The General Dental Council's practice of publishing extensive, detailed allegations on its website for unconcluded cases can cause significant mental health distress to practitioners who are contesting them.
Response (General Dental Council): The GDC is undertaking a review of its policy on publishing Interim Order determinations and holding hearings in public, aiming to balance public interest with the interests of the registrant, …
Responded
Ellame Ford-Dunn Prevention of future deaths report
Concerns: Insufficient Tier 4 Paediatric Mental Health beds lead to long waits, resulting in children with mental health needs being inappropriately held on acute paediatric wards unsuitable for their care.
Response (NHS England): NHS England has provided £180,000 to University Hospitals Sussex NHS Foundation Trust to support the recruitment of additional mental health nurses. A new tri-funded short-term residential alternative to hospital admission …
Responded
Select committee recommendations(16)
#30 — Decline in NHS dental provision results from dentists choosing private work
Recommendation: NHSE, acknowledging these numbers, said that there has to be an acceptance that we need to train more dentists.89 DHSC, whilst not disagreeing with that assessment, told us that this is not the whole story 81 Q 27 82 Q …
Gov response: 6.5 The government agrees with the Committee’s recommendation. 6.6 Incentivising dentists to carry out more NHS work and improving the retention of NHS dentists is a key part of the government’s ambition to reform the …
Not Addressed
#28 — UDA rates inadequately reflect treatment complexity and costs, requiring further modelling
Recommendation: There is also a clear sense that UDA rates do not sufficiently distinguish between the different levels of complexity and cost attached to various treatments. This is despite the government decision in 2022 to split up band 2 treatments into …
Gov response: 5.1 The government agrees with the Committee’s recommendation. 5.2 The government is conducting analysis on the ‘actual costs’ of providing dental care and engaging with the BDA on this work, which the government expects will …
Not Addressed
#27 — Significant pay gap between NHS and private dentistry causes under-provision of care
Recommendation: DHSC told us that even with these uplifts to UDA rates, there is still a large gap between what dentists are earning through NHS work compared with the larger amounts they can make in the private sector.80 It described this …
Gov response: 6.5 The government agrees with the Committee’s recommendation. 6.6 Incentivising dentists to carry out more NHS work and improving the retention of NHS dentists is a key part of the government’s ambition to reform the …
Not Addressed
#11 — Uncertainty surrounds timeframe for fundamental NHS dental contract reforms, hindering access improvements
Recommendation: DHSC told us that it believed that those reforms “made a useful difference” and were a “step in the right direction”.21 We note, however, that the NAO report found that it saw no evidence of a full evaluation of these …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: to be advised 1.2 To rebuild dentistry in the long term, work on the government’s ambition to reform the dental contract with a shift …
Not Addressed
#10 — Previous NHS dental contract reform efforts largely unsuccessful despite recent changes.
Recommendation: DHSC told us that issues with NHS dentistry pre–date the 2006 contract, and that with any change since the 1990s, “things have got worse”.18 DHSC began attempts at contract reform in 2010, testing changes through a prototype programme which combined …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: to be advised 1.2 To rebuild dentistry in the long term, work on the government’s ambition to reform the dental contract with a shift …
Not Addressed
#8 — Concerns raised over NHS dental contract's UDA rates, incentives, and uncompetitive funding.
Recommendation: In the written evidence submitted to our inquiry, concerns included that: • UDA rates are linked to the figures used in 2006 which no longer reflect current need.13 Rates vary from practice to practice so dentists in the same location …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: to be advised 1.2 To rebuild dentistry in the long term, work on the government’s ambition to reform the dental contract with a shift …
Not Addressed
#7 — NHS England committed to fundamentally reforming the existing dental contract.
Recommendation: In our evidence session we asked NHSE if it would be better to rip up the NHS dental contract and start again, following a consultation with dentists to establish what their requirements are from a new system. NHSE’s response was …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: to be advised 1.2 To rebuild dentistry in the long term, work on the government’s ambition to reform the dental contract with a shift …
Not Addressed
#5 — Publish analysis of actual NHS dental care costs, reflecting treatment complexity and community deprivation impacts.
Recommendation: DHSC and NHSE have not undertaken the analysis needed to understand the actual cost of delivering NHS dental care, without which any efforts at reform will fail to address fundamental issues around the affordability of NHS work. The discrepancy between …
Gov response: The government agrees with the Committee’s recommendation. and engaging with the BDA on this work, which the government expects will be published in due course. The government is working to reform the dental system, and …
Accepted
#2 — Overhaul the Community Pharmacy Contractual Framework to address funding gaps and reduce complexity.
Recommendation: We recommend that the Community Pharmacy Contractual Framework (CPCF) is completely overhauled, in close consultation with the community pharmacy sector. Any new framework must: a) close the gap in funding that community pharmacy has experienced over the course of the …
Gov response: Serious Shortage Protocols (SSPs) are a tool to manage and mitigate medicine and medical devices shortages. An SSP enables community pharmacists to supply a specified medicine or device in accordance with a protocol rather than …
Partially Accepted
#1 — Community Pharmacy Contractual Framework is not fit for purpose, requiring urgent reform.
Recommendation: There is clearly something wrong if the funding that pharmacies receive from the NHS does not cover medicine costs, given their core function of dispensing medicines. The Community Pharmacy Contractual Framework is evidently not fit for purpose. It is overly …
Gov response: The Committee raises an important point which the Government will take under consideration. The Darzi review acknowledged the challenges faced by community pharmacies regarding funding and closures. It also identified the potential for a step …
Partially Accepted
#9 —
Recommendation: The threadbare provision of NHS funded dental care is a further example of a failure to provide preventative or protective routine care leading to more acute health problems.24 NHS England, rather than ICSs, remains responsible for most of NHS dentistry …
Gov response: 6.1 The government agrees with the committee’s recommendation Recommendation implemented 6.2. Securing recovery of dental access is a key NHS priority. The pandemic had a significant impact on the delivery of dental services and NHS …
Accepted
#6 —
Recommendation: NHS funded dental care is in crisis in some parts of the country, and NHS England’s failure to ensure people can access routine dental care is leading to more acute dental health problems. NHS England, rather than ICSs, remains responsible …
Gov response: The government agrees with the committee’s recommendation 6.2. Securing recovery of dental access is a key NHS priority. The pandemic had a significant impact on the delivery of dental services and NHS England is taking …
Accepted
#9 — Significant funds recovered from dental contracts due to under-delivered care.
Recommendation: The NAO report reflects this last point, finding that in 2022–23 £479 million was recovered from dental contracts where practices had not delivered the full amount of care that they had been contracted for.17
Gov response: 4.11 Where there have been changes to individual practice funding levels this will have been because of either: • practices asking to reduce their NHS commitment, or • ICBs taking steps to release monies from …
Accepted
#18 — Dental recovery plan ambition misaligned with targets, failing to ensure universal access
Recommendation: The initial announcement of the dental recovery plan claimed that its aim was to “significantly expand access so that everyone who needs to see a dentist will be able to”.51 However, that ambition was never aligned to the actual targets …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Partially Accepted
#14 — Dental recovery plan failing to deliver expected treatments, with initiatives showing poor progress
Recommendation: The NAO’s report found that the plan was not on track to deliver the expected number of additional courses of treatment.37 When the report was published in November 2024: • fewer new patients had been treated under the NPP than …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2025 2.2 NHSE is carrying out analysis of the main initiatives which were planned to result in additional appointments being delivered: the New …
Not Addressed
#2 — Publish a detailed evaluation of the dental recovery plan's spending, initiatives, and impact on NHS dentistry access.
Recommendation: The dental recovery plan was never going to deliver its headline ambition that everyone who needs to see an NHS dentist would be able to, and has failed even to deliver the hoped for 1.5 million additional courses of treatment …
Gov response: The government agrees with the Committee’s recommendation. the data necessary to provide this confirmation will be available from Summer 2025. Factoring in time for analysis of this data NHSE would expect to be able to …
Accepted
IMB individual recommendations(6)
Norwich (2021)
Since the contract was changed, dental services have not been equal to those in the community. Will HMPPS ensure that satisfactory provision of dental care is available at HMP/YOI Norwich?
HMPPS
In Progress
Preston (2022)
The waiting list for dental treatment has become excessive and this has become a barrier for prisoners receiving timely treatment for even serious and painful conditions.
Governor / Director
Styal (2024)
How and when will the Spectrum contract be reviewed to support the changing healthcare needs of prisoners?
Governor / Director
Lancaster Farms (2025)
When will the Minister review the NHS contract with healthcare providers in order to ensure that there is a high quality of service and higher levels of satisfaction?
NHS / Healthcare Provider
Implemented
Holme House (2021)
The Board would ask the Minister to take action in connection with dental services at HMP Holme House.
Ministry of Justice
Frankland (2022)
HMP Frankland’s provision for pharmacy on the lower older wings is not fit for purpose. Does the Prison Service have a solution to this critical situation?
HMPPS
PHSO casework decisions(41)
P-002879 — A dental practice in the Leicestershire area
Mrs U complains the Practice made her dentures that did not fit properly and were uncomfortable to wear.
NHS in England
Aug 2024
P-003333 — A dental practice in the Blackburn area
Mrs F complains that instead of trying to resolve her denture problems, her dentist recommended she pay for the treatment again privately instead of on the NHS.
NHS in England
Feb 2025
P-003727 — A dental practice in the Burnley area
Miss L complains about the treatment she had from the Practice between June 2024 and January 2025. She says the onlay treatment was not necessary, was not explained to her and the procedure was not done properly.
NHS in England
Jul 2025
P-001202 — A dental practice in the Devon area
Mrs R complains that a dental practice in the Devon area did not provide professional cleanings at appointments in May or November 2018.
NHS in England
Aug 2021
P-001880 — A dental practice in the Peterborough area
Mr R complains about the Practice's decision to remove him from the patient list.
NHS in England
Mar 2023
P-001899 — A dental practice in the Barking and Dagenham …
Mrs U complains the dentist drilled more than needed during a procedure, causing the tooth to break the next morning.
NHS in England
Mar 2023
P-002470 — Guy's and St Thomas' NHS Foundation Trust
Mrs Y complains the Trust refused funding for a dental implant in May 2023, when it previously funded dental repairs after an accident.
NHS in England
Feb 2024
P-002844 — A dental practice in the High Peak area
Mrs P complains the dental practice incorrectly diagnosed her with an infection, should not have prescribed her with antibiotics and did not provide her with timely appointments throughout July and October 2023.
NHS in England
Aug 2024
P-002858 — A dental practice in the Lincolnshire area
Mr A complains that his dentist incorrectly diagnosed him as needing a filling without taking an x-ray, then refused to treat him as a patient.
NHS in England
Aug 2024
P-003540 — A dental practice in the Leeds area
Miss A complains the Practice would not complete her course of NHS orthodontist treatment by permanently filling a gap between her teeth. She also complains about the way the Practice communicated with her about its decision.
NHS in England
May 2025
P-004734 — A dental practice in the Salford area
Mr A complains about aspects of dental treatment he received from his Practice.
NHS in England
Jan 2026
P-004673 — A dental practice in the Barnet area
Mr H complains between April and September 2024, the Practice used different price bandings for differing periods of care and treatment and did not properly explain the fees of the treatment he was to receive.
NHS in England
Jan 2026
P-001370 — A dental practice in the Plymouth area
Mr A complained about the treatment he received from the Practice for his broken filling.
NHS in England
Upheld
Apr 2022
P-001602 — University Hospitals Bristol and Weston NHS Foundation Trust
Miss A complains her father, Mr A, got sepsis and sadly passed away because he had poor dental treatment from the Trust in February 2019.
NHS in England
Nov 2022
P-001752 — A dental practice in the Shropshire area
Mrs O complains the Practice failed to complete a root canal correctly.
NHS in England
Jan 2023
P-002371 — A dental practice in the Bexley area
Mrs O complains the Practice refused to give her a new extended bridge between June and October 2022. She says it said the only option to fix her pain was tooth extraction and a denture. She also complains the dentures fitted in October 2022 kept falling out and the Practice …
NHS in England
Dec 2023
P-002820 — MyDentist
Miss A complains about the Practice's treatment and that it removed her as a patient without good reason. She complains about NHS England's complaint handling.
NHS in England
Jul 2024
P-002755 — A dental practice in the City of Westminster …
Mrs O complains the Practice gave her new dentures between July and September 2023, despite recommending she see a private specialist instead. She complains the dentures did not fit and were not fit for purpose.
NHS in England
Jul 2024
P-003119 — Bristol, North Somerset and South Gloucestershire Integrated Care …
Mr K complains the ICB lost his Independent Funding Request application made in February 2022 for NHS dental funding to support the root canal work he needed.
NHS in England
Nov 2024
P-003484 — A dental practice in Essex area
Mr R complains about the Practice's decision not to refer him for specialist treatment and to remove him from the Practice register.
NHS in England
Apr 2025
P-004211 — A dental practice in the Birmingham area
Mr J complains the Practice told him he required private treatment and deliberately caused his gum to bleed. He also says it did not previously tell him he had gum disease, did not clean his teeth thoroughly at a hygienist appointment and did not provide him with details of his …
NHS in England
Nov 2025
P-004513 — A dental practice in the Hounslow area
Mr S complains about aspects of care and treatment he received from a dental practice in the London Borough of Hounslow when he had a tooth removed in January 2021.
NHS in England
Dec 2025
P-001309 — A dental practice in the West Sussex area
Ms E complains a dental practice in the West Sussex area did not correctly refer her for orthodontic treatment after a dentist accidentally broke her brace in September 2017.
NHS in England
Feb 2022
P-001624 — A dental practice in the Shropshire area
Mr A complains about his dental treatment at the Practice.
NHS in England
Nov 2022
P-001709 — A dental practice in the Leicester area
Mrs L complains about how the Practice treated her tooth pain and throbbing. She says the Practice incorrectly fitted a temporary filling.
NHS in England
Not Upheld
Jan 2023
P-002296 — A dental practice in the Leeds area
Mr D complains the Practice failed to do a cleanse, scale and polish treatment correctly.
NHS in England
Nov 2023
P-002353 — A dental practice in the Westminster area
Mr H complains about the Practice's dental treatment and says it gave him a badly fitting mouthguard.
NHS in England
Dec 2023
P-002981 — Leicester, Leicestershire and Rutland Integrated Care Board
Mrs L complains a dental practice (part of the ICB) did a filling too close to the nerve and she does not know if it was the correct treatment for her symptoms.
NHS in England
Sep 2024
P-002973 — A dental practice in the Swindon area
Miss A complains she was not given information on private dental costs prior to treatment.
NHS in England
Sep 2024
P-003480 — A dental practice in the Torbay area
Mr P complains the Practice removed all his teeth against his will and did not give him any other options.
NHS in England
Apr 2025
P-003673 — A dental practice in the Breckland area
Mr A complains about the lack of treatment he received from 2022 to 2023 with regards to his fillings.
NHS in England
Upheld
Jul 2025
P-003799 — A dental practice in the Mid Suffolk area
Mrs K complains about the Practice's service between July and November 2023. She is unhappy about a temporary denture that was fitted, appointments being cancelled and being stopped from attending the Practice after she made a complaint.
NHS in England
Upheld
Aug 2025
P-004469 — An independent provider in the Cotswold area
Mr E complains that the Practice did not refer him to an NHS specialist dentist for his root canal treatment and crown. He is unhappy that the Practice left him to find a specialist himself, which cost nearly £2500
NHS in England
Dec 2025
P-004479 — A dental practice in the Salford area
Miss Y is complaining about the care and treatment she received from a Dental Practice in Greater Manchester between January 2021 and January 2024. She says she was treated by the same hygienist over numerous appointments, but she has never felt relaxed or at ease with the treatments received.
NHS in England
Dec 2025
P-004509 — A dental practice in the West Berkshire area
Mrs A is complaining about the care and treatment she received from a Dental Practice in Berkshire between January 2024 and August 2025.
NHS in England
Dec 2025
P-004545 — A dental practice in the East Lindsey area
Mrs B complains about aspects of her care and treatment at the Practice between June 2024 and May 2025. She complains the Practice did not appropriately treat her dental issues and did not properly respond to her complaint.
NHS in England
Dec 2025
P-001617 — Guy's and St Thomas' NHS Foundation Trust
Ms A complains about the Trust refusing her orthodontic treatment to improve the contact between her teeth and to improve her speech.
NHS in England
Nov 2022
P-001650 — A dental practice in the Newcastle area
Mrs U complains about the Practice's dental treatment saying it fitted a temporary bridge but left a gap between her gum and the unit. She says the permanent bridge was not the right size, colour or fit and she has been left with a poor outcome.
NHS in England
Dec 2022
P-003406 — A dental practice in the Durham area
Mr A complains that between 2010 and 2017 the dental Practice did not do enough to treat his gum disease.
NHS in England
Mar 2025
P-003761 — Manchester University NHS Foundation Trust
Mr H complains about delays in dental treatment caused by the Trust’s handling of his referral and helpline calls between April and December 2024.
NHS in England
Aug 2025
P-002556 — A dental practice in the Nottinghamshire area
Mrs P complains about how long she had to wait for treatment and the quality of the treatment.
NHS in England
Apr 2024
LGO / SPSO decisions(72)
PSOW-202207672 — A Dental Practice
Ms A complained about the treatment she received from the Practice after she attended an emergency appointment due to a crown falling out. The investigation considered whether Mrs A’s dental treatment from December 2022 was appropriate; and whether the Practice’s response to Ms A’s complaint (including the decision to refuse …
PSOW (Public Services Om…
Health
Upheld
Feb 2024
PSOW-202306635 — A Dental Practice
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 …
PSOW (Public Services Om…
Health
Feb 2024
201100765 — A Dental Practice, Lothian NHS Board
Ms C complained that her dentist failed to provide appropriate treatment over a two year period. She had raised repeated concerns about pain and sensitivity in her teeth and asked the dentist to take x-rays. The dentist said that this was not required as x-rays had been taken two years …
SPSO (Scottish Public Se…
Health
Upheld
Nov 2011
201701087 — A Dentist in the Highland NHS Board area
Mr C complained to us that staff at the dental practice unreasonably informed him that he was exempt from NHS charges for dental treatment. Mr C said that, when he started a course of dental treatment at the practice, he told the staff that he was in receipt of carer's …
SPSO (Scottish Public Se…
Health
Not Upheld
Dec 2017
PSOW-202108706 — A Dental Practice in the area of Cwm …
Miss X complained that she was left with financial loss due to the treatment received at the Dental practice, and despite putting a formal complaint forward, she had not yet received a response. The Ombudsman was concerned that Miss X had yet to receive a response to her concerns and …
PSOW (Public Services Om…
Health
May 2022
PSOW-202202747 — A Dental Practice in the area of Swansea …
We investigated complaints made by Mr A about his treatment by his Dental Practice. These consisted of whether the decision to remove a tooth was appropriate given the information known at the time, if Mr A should have been referred to a consultant earlier, and if the decision made not …
PSOW (Public Services Om…
Health
Not Upheld
Jan 2024
PSOW-202305819 — A Dental Practice in the area of Betsi …
Mr C complained about the treatment he received from a Dental Practice within the Betsi Cadwaladr University Health Board area from November 2022 to May 2023. The Ombudsman investigated whether it was appropriate to refuse Mr C treatment due to him having dental work overseas, whether delaying Mr C’s filling …
PSOW (Public Services Om…
Health
Not Upheld
Jun 2024
PSOW-202406395 — A Dental Practice in the area of Swansea …
Mr C complained on behalf of his wife, Mrs C, about the care and treatment she received from a dental practice in the area of the Health Board. Mr C complained that dental treatment for Mrs C’s fractured front tooth and crown was urgent and should not have been dealt …
PSOW (Public Services Om…
Health
Not Upheld
Aug 2025
201300081 — A Dentist in the Greater Glasgow and Clyde …
Miss C complained about the care and treatment provided by her former dentist, together with the way in which her complaint was handled. During the course of our enquiries, the dentist acknowledged that there were failings in Miss C's follow-up treatment and the handling of her complaint. In order to …
SPSO (Scottish Public Se…
Health
Nov 2013
201305797 — A Dental Practice in the Greater Glasgow and …
Miss C complained that her dental practice had decided to remove her from their patient list without providing her with treatment for a three month period in accordance with national guidance. She also told us that she made a complaint to the practice in 2012 and that she had not …
SPSO (Scottish Public Se…
Health
Upheld
Jul 2014
202411526 — A Dentist in the Lothian NHS Board area
C complained about the dental care and treatment that they received. C underwent root canal treatment (RCT) on their lower right tooth. C said that this was not performed appropriately and that they should have been referred earlier to an endodontist (a dentist with special training to treat problems affecting …
SPSO (Scottish Public Se…
Health
Upheld
Nov 2025
NIPSO-202004300 — Northern Health and Social Care Trust
A young boy who had autism and was non-verbal was left in pain after the Northern Health Trust failed to give him the care he needed.
NIPSO (NI Public Service…
Health & Social Care
Upheld
Nov 2025
201201920 — A Dentist in the Greater Glasgow and Clyde …
Mrs C, an advocacy worker, complained on behalf of Ms A about the care and treatment she received at the dental practice when her upper right second molar was extracted. After the extraction, Ms A experienced extreme pain. Her face started to swell and she felt physically sick. She contacted …
SPSO (Scottish Public Se…
Health
Partly Upheld
Apr 2013
201404670 — A Dentist in the Greater Glasgow and Clyde …
Mr C attended his dentist for a routine check-up. During this check-up the dentist intended to scale and polish Mr C's teeth (a procedure where tartar build-up is removed from the gumline). Mr C refused, as a previous treatment had caused sensitivity to his teeth. The dentist advised Mr C …
SPSO (Scottish Public Se…
Health
Partly Upheld
Jul 2015
201403023 — A Dentist in the Greater Glasgow and Clyde …
Ms C was a new patient at a dental practice where she presented with a chipped tooth. She saw a dentist who examined her mouth and did an x-ray which revealed some decay. She attended the dentist six times within two months and during this time, root canal treatment was …
SPSO (Scottish Public Se…
Health
Upheld
Jul 2015
201401744 — A Dentist in the Tayside NHS Board area
Ms C said that after having two teeth filled, she began to experience progressively worsening pain. She said that this prevented her sleeping and caused her much distress. However, she said that her dental practice refused to provide her with further treatment on the basis that they considered the cause …
SPSO (Scottish Public Se…
Health
Not Upheld
Jul 2015
201401612 — A Dentist in the Grampian NHS Board area
Mr C complained about some dental work he had done. He was unhappy because he did not think he had been given sufficient information about the procedure. He had a replacement bridge fitted (a device to replace a missing tooth), and was unhappy with the colour and size of the …
SPSO (Scottish Public Se…
Health
Not Upheld
Jul 2015
201400163 — A Dentist in the Lanarkshire NHS Board area
Ms C complained about the care and treatment provided by her former dental practice in relation to the fitting of a bridge (a device to replace a missing tooth or teeth). Ms C complained that the bridge had not been fitted properly and was loose from the start; that it …
SPSO (Scottish Public Se…
Health
Not Upheld
Jul 2015
201704207 — A Dentist in the Greater Glasgow and Clyde …
Mr and Mrs C complained on behalf of their daughter (Ms A) about the orthodontic treatment (a speciality field of dentistry that deals with malpositioned teeth and the jaws) she received. Ms A underwent orthodontic treatment to treat mild crowding of her teeth (when there is not enough space for …
SPSO (Scottish Public Se…
Health
Partly Upheld
Aug 2018
201708954 — A Dentist in the Grampian NHS Board area
Mrs C complained about the care and treatment she received from her dentist. When Mrs C developed toothache, she was advised by a different dentist that her tooth needed to be extracted. Mrs C questioned why her tooth was left to decay to such an extent without any prior treatment. …
SPSO (Scottish Public Se…
Health
Upheld
Sep 2018
PSOW-202108208 — A Dental Practice in the area of Betsi …
Mr A complained to the Health Board about the service provided at his local branch of Dental Practice after experiencing multiple appointment cancellations at short or no notice. Mr A said that the Health Board failed to ensure that the Dental Practice addressed the issues raised in his complaint about …
PSOW (Public Services Om…
Health
Oct 2022
PSOW-202200104 — A Dental Practice in the area of Aneurin …
Ms A complained about the Dental Practice’s care and management provided to her mother, Dr A, since October 2020. Ms A said that the Practice unreasonably withdrew services because she complained. Ms A also complained about the Dental Practice’s handling of her complaint. The Ombudsman found that aspects of the …
PSOW (Public Services Om…
Health
Upheld
Jun 2023
PSOW-202308011 — A Dental Practice
Mr X complained that the dental practice did not fully respond to all aspects of his complaint, submitted to it in August 2023. The Ombudsman decided that the dental practice had failed to respond fully to the complaint. She said this caused frustration and uncertainty to Mr X. She decided …
PSOW (Public Services Om…
Health
Feb 2024
PSOW-202403027 — A Dental Practice in the area of Cwm …
Miss X complained about the care she received from the Practice during and following root canal treatment. Miss X said she had complained to the Practice but no formal response had been provided to her. The Ombudsman found that the Practice had not considered Miss X’s email as a formal …
PSOW (Public Services Om…
Health
Jul 2024
PSOW-202402005 — A Dental Practice in the area of Cardiff …
Mr D complained about the care and treatment his wife had received from the Practice. He complained about communication including that she had attended an appointment which was cancelled without prior warning. He also complained that he had requested copies of his wife’s records on 13 March 2024, in order …
PSOW (Public Services Om…
Health
Aug 2024
PSOW-202406982 — A dental practice in the area of Powys …
Mr A complained that the dental practice did not fully respond to his formal complaint submitted to it in October 2024. The Ombudsman decided that the dental practice had failed to respond to a second letter of complaint from Mr A. She decided to settle the complaint without an investigation. …
PSOW (Public Services Om…
Health
Mar 2025
PSOW-202502980 — A Dental Practice in the area of Swansea …
The investigation considered whether the dentures provided to Mr A were clinically appropriate, including the advice provided about their longevity. By way of an outcome Mr A wanted the cost of the dentures reimbursed. The Dental Practice agreed as part of a settlement to reimburse Mr A the sum of …
PSOW (Public Services Om…
Health
Jan 2026
PSOW-202505764 — A Dental Practice in the area of Swansea …
Mrs C complained that the Practice failed to provide a response to her complaint about her ill-fitting denture. The Ombudsman found that the Practice had failed to provide a response to Mrs C’s complaint. She said that this caused frustration and uncertainty to Mrs C. She decided to settle the …
PSOW (Public Services Om…
Health
Jan 2026
21-014-566 — London Borough of Wandsworth
Summary: The Council’s delay completing extensive repairs to Miss X’s temporary accommodation was fault. The Council was also at fault for failing to review the suitability of the accommodation. The Council has agreed to apologise, complete outstanding repairs, pay Miss X £5,900 and take action to improve its service.
LGO (Local Government & …
Housing
Upheld
Jul 2022
201100178 — A Dental Practice, Greater Glasgow and Clyde NHS …
Ms C made several complaints about her dental practice. She complained that her dentist failed to deliver the appropriate treatment and service when she asked him to check on her bridge. She also complained that either the dentist or the dental practice failed to ensure that the dental hospital received …
SPSO (Scottish Public Se…
Health
Partly Upheld
Feb 2012
201102613 — A Dental Practice in the Greater Glasgow and …
Mr C complained that his 14-year-old son (Master A) had six baby teeth extracted by his dentist. At the time the family were told that this was necessary to allow room for his adult teeth to come through. Master A also had an adult molar removed, again to allow space …
SPSO (Scottish Public Se…
Health
Upheld
Jun 2012
201102551 — A Dental Practice in the Greater Glasgow and …
Mrs C had root canal treatment from her dentist. She complained that the dentist did not tell her that there was a risk that, if the root canal treatment failed, Mrs C could lose the tooth and ultimately need a crown. Mrs C did lose her tooth and felt that …
SPSO (Scottish Public Se…
Health
Partly Upheld
Jun 2012
201100882 — A Dental Practice in the Greater Glasgow and …
Mrs C complained about treatment she received from a dental practice. She had had a replacement bridge fitted which caused her difficulties. The practice and Mrs C had different views about what had happened. Mrs C said her dentist had advised her to have the bridge replaced, but the practice …
SPSO (Scottish Public Se…
Health
Upheld
Jun 2012
201301158 — A Dentist in the Borders NHS Board area
Mrs C's daughter (Miss A) damaged her teeth in an accident on a Sunday evening. Mrs C took her to hospital where Miss A was assessed, and they were advised to visit their dentist as soon as possible for emergency treatment. Mrs C told us that she tried to leave …
SPSO (Scottish Public Se…
Health
Not Upheld
Apr 2014
201300472 — An Orthodontist in the Lanarkshire NHS Board area
Mrs C complained about orthodontic treatment (dentistry dealing with the prevention and correction of irregular teeth) provided to her son (Mr A). Mrs C was of the view that the treatment left Mr A with an underbite (a condition in which the lower teeth and jaw protrude in front of …
SPSO (Scottish Public Se…
Health
Not Upheld
Apr 2014
201301837 — A Dentist in the Fife NHS Board area
Mr C complained that he had been inappropriately treated by his dentist. He was unhappy with the insertion of two crowns on teeth in his upper jaw and the removal of a crown from a tooth from his lower jaw. Mr C said that the upper crowns had not been …
SPSO (Scottish Public Se…
Health
Not Upheld
May 2014
201301692 — A Dentist in the Greater Glasgow and Clyde …
Ms C complained that the care and treatment she received from her dentist on two occasions was unreasonable, both when a temporary filling was inserted into a tooth in her lower jaw, and when she attended a week later for a permanent filling. Ms C said that from the time …
SPSO (Scottish Public Se…
Health
Not Upheld
May 2014
201400117 — A Dentist in the Greater Glasgow and Clyde …
Mr C complained that a dentist had failed to provide him with an acceptable level of treatment, including root canal treatment, which meant he had to have a significant amount of additional treatment. In considering Mr C's complaint, we took independent advice from one of our advisers, who is a …
SPSO (Scottish Public Se…
Health
Not Upheld
Dec 2014
201305982 — A Medical Practice in the Fife NHS Board …
Mrs A registered with the medical practice when she moved into a care home. She had several ongoing medical conditions and was seen by GPs from the practice on a number of occasions. A number of months after moving into the care home, Mrs A became quiet and was not …
SPSO (Scottish Public Se…
Health
Partly Upheld
Dec 2014
201305649 — A Dentist in the Lanarkshire NHS Board area
Mrs C complained about the treatment that her son (child A) received from his dentist. She complained that the dentist failed to identify that her son was missing two lower premolar teeth. Mrs C said that this caused her son stress, led to a delay in diagnosis and impacted on …
SPSO (Scottish Public Se…
Health
Upheld
Dec 2014
201304619 — A Dentist in the Fife NHS Board area
Mr C visited his dentist because he had toothache. The dentist found an abscess that was discharging pus from the gumline of the third and fourth teeth on the lower right side of Mr C's mouth. As Mr C was already taking a course of antibiotics prescribed by his GP, …
SPSO (Scottish Public Se…
Health
Partly Upheld
Dec 2014
201401599 — A Dentist in the Highland NHS Board area
Mr C complained to us about the care and treatment he had received from a dentist. He had attended the dentist for emergency treatment, who had extracted a badly broken tooth. Mr C was given an antibiotic and advised to return to the surgery for a more detailed examination to …
SPSO (Scottish Public Se…
Health
Upheld
Feb 2015
201407829 — A Dental Practice in the Greater Glasgow and …
Ms C was charged by her dental practice for a missed appointment. Ms C felt this was unreasonable in the circumstances and complained to the practice about this. She was dissatisfied with the practice's response and made further complaints. Following a subsequent visit to the practice she and her daughter …
SPSO (Scottish Public Se…
Health
Partly Upheld
Dec 2015
201406643 — A Dentist in the Greater Glasgow and Clyde …
Miss C said she attended the practice for a check-up with the dentist and he removed a tooth which had been causing her pain for some time. She said she suffered extreme pain after the extraction and attended the practice again for an emergency appointment with the dentist. Miss C …
SPSO (Scottish Public Se…
Health
Partly Upheld
Dec 2015
201601002 — A Dentist in the Greater Glasgow and Clyde …
Ms C, a voluntary agency worker, complained on behalf of Mr A that the dental care and treatment he had received had been inadequate. We took dental advice which stated that the care and treatment had been appropriate. It noted Mr A had not attended regular dental reviews, which had …
SPSO (Scottish Public Se…
Health
Not Upheld
Jul 2016
201508583 — A Dentist in the Greater Glasgow and Clyde …
Ms C, who works for a voluntary agency, complained on behalf of Mr A that the care and treatment he received was inadequate and that his subsequent complaint had been poorly handled. Mr A had suffered repeated problems with dental bridgework failing. Ms C said he had been seen by …
SPSO (Scottish Public Se…
Health
Not Upheld
Jul 2016
201507687 — A Dentist in the Lothian NHS Board area
Ms C complained to us that her dentist did not refer her to specialists in oral surgery to have her wisdom tooth extracted. She had attended a routine appointment with her dentist and explained that she had toothache in her bottom right wisdom tooth. An x-ray was taken but the …
SPSO (Scottish Public Se…
Health
Not Upheld
Aug 2016
201507822 — A Dentist in the Lothian NHS Board area
Miss C attended her dentist and reported mild discomfort in an upper tooth. Following an examination including x-rays, Miss C was advised that she required either extraction or root canal treatment of the tooth. Miss C chose to proceed with the root canal treatment which was carried out a few …
SPSO (Scottish Public Se…
Health
Not Upheld
Nov 2016
201800172 — A Dentist in the Tayside NHS Board area
Mrs C complained that the dental treatment she received was unreasonable. Mrs C had been a patient of the dentist for 20 years but received a second opinion from another dentist and was told that she had extensive gum disease. Mrs C was concerned that she was never informed of …
SPSO (Scottish Public Se…
Health
Upheld
Nov 2018
202303944 — A Dentist in the Grampian NHS Board area
C complained about the care and treatment that their child (A) received from a dentist. A injured their front tooth and attended their dental practice for an emergency appointment. The dentist noted there was a 1mm extrusion (tooth displacement) but decided that no treatment was needed. C complained that the …
SPSO (Scottish Public Se…
Health
Upheld
Jan 2025