NHS Orthodontic Complaints: How to Raise a Concern in the UK

Step 1 — raise the concern with the practice first

The NHS complaints process requires you to raise your concern with the practice before escalating further. You have 12 months from the date of the treatment you are concerned about — or 12 months from the date you became aware of the problem — to submit your complaint. Contact the practice manager in writing or by email; keep a copy of everything you send. The practice must acknowledge your complaint within three working days and provide a full written response within 40 working days, though they should keep you updated if that timeline cannot be met. Many complaints about communication, delays, and minor clinical concerns are resolved at this stage without further escalation.

Step 2 — contact PALS for support and mediation

If you are struggling to get a response from the practice, or you want guidance before committing to a formal complaint, the Patient Advice and Liaison Service (PALS) can help. PALS is available at NHS trusts and through Integrated Care Boards (ICBs) and can liaise with the practice on your behalf, explain your rights, and help you draft your complaint. PALS does not investigate complaints itself — it is a support and signposting service — but it can be very effective at unblocking a stalled complaint or clarifying what outcome is achievable. Find your local PALS through the NHS website or your ICB's contact page.

Step 3 — escalate to NHS England or the ICB

If the practice's response does not resolve your complaint, you can escalate to NHS England or the relevant Integrated Care Board (ICB) for your area. NHS England handles complaints about primary care services including NHS dental and orthodontic practices. Your escalation should include copies of your original complaint, the practice's response, and a clear statement of why you are not satisfied. NHS England and ICBs can investigate your complaint independently and require the practice to provide further explanation or take remedial action. Submit your escalation within 12 months of receiving the practice's unsatisfactory response.

Step 4 — Parliamentary and Health Service Ombudsman (PHSO)

If NHS England or your ICB has investigated and you remain dissatisfied, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is an independent body that investigates NHS complaints that have not been resolved by the NHS itself. It can require NHS organisations to apologise, provide explanations, make service improvements, and in some cases offer financial remedy. The PHSO will only accept your case after the NHS's own complaints process has been completed — you must have a final response from NHS England or your ICB before applying. Submit your case at ombudsman.org.uk.

When to involve the GDC for clinical concerns

The General Dental Council (GDC) is the regulator for dental professionals in the UK. You should contact the GDC when you have a serious concern about a clinician's fitness to practise — for example, if you believe the orthodontist caused avoidable clinical harm, behaved dishonestly, or was impaired during treatment. The GDC does not handle service complaints or provide compensation; it investigates whether a registrant should face professional sanctions. Before contacting the GDC, check that you have evidence supporting your concern and are aware that investigations can take considerable time. You can report your concern at gdc-uk.org using their online referral form.

Private treatment: the Dental Complaints Service

If your concern relates to private orthodontic treatment rather than NHS care, a separate route exists. The Dental Complaints Service (DCS) is a free, impartial service that helps patients and private dental providers resolve complaints about private dental and orthodontic treatment. It operates independently of the NHS complaints process and can help mediate disputes about quality of treatment, failure to meet agreed outcomes, and refund requests. You can contact the DCS via the Dental Law Partnership website or through the GDC's consumer support resources. For significant clinical negligence claims in the private sector, you may also wish to consult a solicitor who specialises in dental negligence.

Useful related pages

This guide is for general information only. It is not a diagnosis, treatment plan, or substitute for advice from a registered dentist or orthodontist.