Select location
Membership information
0800 561 9000
Dentolegal advice
0800 561 1010
Refine my search

Refund reaches a resolution

Post date: 15/07/2014 | Time to read article: 1 mins

The information within this article was correct at the time of publishing. Last updated 14/11/2018

Often just a caring and thoughtful approach from the dentist can resolve a complaint, as in this case of ill-fitting dentures

A young dentist made a set of complete dentures for an elderly patient. The patient thought they were unsatisfactory and wrote a strong letter of complaint demanding a refund.

The dentist picked up the telephone to the patient and offered to see him. He adjusted the set of dentures and offered to remake the lower denture or to refer for a specialist opinion. The patient opted for a remake of the lower denture, as he was satisfied with the upper. 

The patient had an atrophic lower ridge and the remade lower denture was still uncomfortable. The patient did not return, so the dentist telephoned him to ask how he was getting on with the new denture. The patient said he was still unable to wear the denture.

The dentist offered a full refund, which the patient did not immediately accept. He received a nice letter from the patient a week later indicating that while he was unable to wear the denture, he did not wish to have a refund.

Learning point:
The patient was grateful for the time and effort the dentist had spent trying to get a satisfactory result and also that the dentist had taken the time to follow-up the complaint.

These case studies are based on real events and provided here as guidance. They do not constitute legal advice but are published to help members better understand how they might deal with certain situations. This is just one of the many benefits dental members enjoy as part of their subscription. 

For more detailed advice on any issues, contact us

Share this article

Load more reviews

You've already submitted a review for this item

New site feature tour

Introducing an improved
online experience

You'll notice a few things have changed on our website. After asking our members what they want in an online platform, we've made it easier to access our membership benefits and created a more personalised user experience.

Why not take our quick 60-second tour? We'll show you how it all works and it should only take a minute.

Take the tour Continue to site

Dentolegal advice
0800 561 1010
Membership information
0800 561 9000

Key contact details

Should you need to contact us, our phone numbers are always visible.

Personalise your search

We'll save your profession in the "I am a..." dropdown filter for next time.

Tour completed

Now you've seen all of the updated features, it's time for you to try them out.

Continue to site
Take again