'Lack of teeth' in patients' complaints.

Byline: sarah westcott

THERE are serious weaknesses in the complaints procedure for dental treatment according to a new survey.

Inadequate complaints procedures for dentists leave private patients with a lack of redress, the investigation by Which? found.

Of the two-thirds of patients surveyed who made a complaint, the majority were dissatisfied with the way it was dealt with.

Some people received no response at all, while others reported their complaint took more than two years to resolve.

A third of people in the Which? survey didn't complain, mainly because they felt there wasn't any point.

The consumer publication heard the most common reasons for making a complaint were:

Poor quality treatment and mistakes. The treatments that drew most complaints included crowns, fillings, root canal work, and dentures.

Service and attitude of staff. Many complained about lack of respect.

Excessive charges. Some NHS patients complained that their dentist tried to make them pay for treatment that should have been free on the NHS.

Helen Parker, editor of Which?, warned: "Our survey shows serious weaknesses in the system when patients do need support.

"We think a single complaints system for NHS and private patients is vital, as is better information on how to make a complaint, and more training for dentists on how to handle them."

The General Dental Council agreed the current complaints systems was fragmented and confusing, and was currently developing proposals for a new complaints system, which would better meet patient needs, Which? said.

Which? advertised in May 2001 for people who'd had problems with their dentist. Of the 277 people who initially responded, 155 people returned a questionnaire.