Inconvenience and frustration when dental practice refused to give treatment and then handled complaint poorly

Summary 192 |

Miss H complained that the Dental Practice refused to give her another appointment after she had cancelled some appointments with her dentist. She also felt that it handled her complaint poorly.


What happened

Because of her work commitments, Miss H had to reschedule several dental appointments, each time giving the Practice ample notice. She said that staff told her this would not be a problem. The Practice then told her that it would no longer offer her any appointments to continue the treatment that it had started. Miss H then had to get her treatment done elsewhere, and pay again for an initial consultation. Miss H and the Practice exchanged emails in an attempt to resolve the complaint, but the Practice refused to refund the money she had paid or offer her another appointment.

What we found

In the circumstances, the Practice was wrong to refuse to continue treating Miss H. It also dealt with her complaint poorly, responding in an adversarial manner. Miss H was frustrated and inconvenienced when the Practice decided not to give her an appointment to continue the treatment that had been started, and was left out of pocket. Her frustration was compounded by the Practice's failure to be customer–focused when responding to her complaint.

Putting it right

The Practice acknowledged the failings we identified and apologised for the injustice that resulted.

It paid Miss H £100 as compensation.

Health or Parliamentary
Health
Organisations we investigated

A dental practice

Location

Kent

Complainants' concerns ?

Came to an unsound decision

Did not apologise properly or do enough to put things right

Result

Apology

Compensation: Other