Mr G's onlay fell out. An onlay is a filling made of a solid substance fitted to a cavity or gap in a tooth that covers the tooth's biting surface.
What happened
The Dental Practice fitted a replacement onlay which soon fell out. The Practice fitted another replacement onlay, which also promptly fell out and had a hole in it. The Practice then fitted a three–quarter crown, which is the same as an onlay except that it covers three–quarters of the tooth, rather than just the biting surface.
What we found
We partly upheld this complaint. There was not enough room in Mr G's mouth for an onlay or a three–quarter crown. In an attempt to fit the two onlays, the Practice reduced them, but did so excessively. The Practice could have made room for the onlay and three–quarter crown by reducing or cutting back the tooth they were placed on, but it did not do so.
Mr G was caused inconvenience, discomfort and a gap in, and problem with, his bite, because his teeth did not meet.
Putting it right
We recommended that the Dental Practice should apologise for its service failure, pay Mr G £359 to refund the money he paid for treatment and compensate him for the injustice, and put in place an action plan to ensure that it does not repeat its failings.
A dental practice
Oxfordshire
Did not apologise properly or do enough to put things right
Not applicable