Problem with a private dentist? Your right to a refund or a fix, and where to complain

What's happened

Private dental patients face surprise bills, botched work and a weak complaints system, according to Which? research published on 6 October 2026.

Which? surveyed 1,009 adults in May who'd had a problem with private dental treatment in the past two years. Of those, 39% felt costs were excessive, 22% paid more than they were quoted and 21% said pricing wasn't clear upfront. A quarter were unhappy with the quality of treatment and one in 10 reported a direct clinical mistake. Around one in six felt pressured into treatment.

Yet 62% didn't complain to their practice. Of those who did, 46% got only a verbal apology. Which? wants a mandatory ombudsman for private dentistry that can make binding decisions, like the one NHS patients can use. The Competition and Markets Authority (CMA) has been looking at private dentistry since March 2026, including price transparency and complaints.

Who's affected

Private treatment has grown from 42% of the UK dental market in 2010 to 69% in 2025, Which? says, largely because NHS appointments are hard to find. If you pay privately, including through a monthly plan, the rules below apply. NHS patients complain to their practice first, then to their local NHS body or the health ombudsman.

What the rules say

• Reasonable care and skill. Under section 49 of the Consumer Rights Act 2015, every service must be carried out with reasonable care and skill.
• A quote counts. Section 50 says anything a trader says or writes to you about the service is part of the contract if you took it into account when deciding. So a price you were quoted can be binding.
• No price agreed? Section 51 says you only have to pay a reasonable price.
• Your remedies. If the work isn't done properly, you can ask for it to be put right at no cost to you, within a reasonable time (section 55). If that's impossible or doesn't happen, you can ask for a price reduction, which can be the full price (section 56).
• The Dental Complaints Service (DCS) is free, impartial and covers private dentistry across the UK. It can help you get an apology, a full or partial refund, free remedial treatment or a contribution towards it. It can't award compensation for pain or distress, and its panel's recommendations aren't legally binding.

What it means in pounds: a worked example

This is an illustration, not a real case.

Leah is quoted £600 for a crown in writing. Her bill comes to £750, with no explanation. She relied on the quote when she agreed to the treatment, so it's part of the contract and she can ask for the £150 back.

Six weeks later the crown comes loose. If the work wasn't done with reasonable care and skill, she can ask the practice to refit it at no cost. If the practice refuses, or can't fix it within a reasonable time, she can ask for a price reduction, which can be up to the full £600, and take the dispute to the DCS.

The DCS gives its own example of how it can help: if a treatment cost £100 and remedial work elsewhere costs £150, it could help with a £100 refund plus a £50 contribution. A contribution can't be more than the original treatment cost.

What to do now

1. Get a written treatment plan and price before you agree, and keep it with your receipts.
2. Complain to the practice in writing. Say what went wrong and what you want, and ask for a reply within 10 working days, as the DCS suggests.
3. Go to the DCS if that doesn't work. Call 020 8253 0800 (Monday to Friday, 9am to 5pm) or use its online form. You must contact it within 12 months of the treatment, or of becoming aware of the problem.
4. Check how you paid. If you paid more than £100 by credit card, you may be able to claim under section 75 of the Consumer Credit Act. For a debit card, ask your bank about a chargeback.

Your questions answered

Can the DCS get me compensation for pain?

No. It can help with refunds and remedial treatment, but not loss of earnings, pain or suffering. For that you'd need legal action, and the DCS notes a three-year time limit from when you became aware of the problem.

Is my complaint worth making?

Yes. Which? found that 63% of people who didn't escalate their complaint felt it was pointless. But your rights under the Consumer Rights Act apply whether or not there's an ombudsman, and the DCS is free to use.

Sources: Which?: hidden costs and broken complaints system at private dentists, Which?: private dentistry nightmare exposed, Dental Complaints Service: what we can help with, Dental Complaints Service: the process, Consumer Rights Act 2015, sections 49 to 56, Consumer Credit Act 1974, section 75