A dental patient complained about the cost of a filling. His dentist, meanwhile, claimed that the patient was clearly told, in advance of the treatment, what the cost of the filling could be. Another dentist suggested that her patient had unrealistic expectations when he complained that his treatment took too long. These cases are based on real examples of complaints about private dental treatment, previously referred to the General Dental Council. But how should they be resolved? Next year they could be heard by a regional volunteer panel of the new Dental Complaints Service.

The complaints panels will be part of a simple, flexible and fast complaints procedure based on common sense, to be used if the dentist's own complaints system and informal mediation have not managed to resolve matters. Where breakdowns in communication occur - specifically over private dental treatment - the Dental Complaints Service will aim to resolve them. The panels, which will be held as locally as possible to where the complaint originated, will consist of two lay members and a dental professional. Lay volunteers are not expected to be knowledgeable about dentistry but to use their common sense and seek advice on clinical matters from the dental professional. Panellists must be fair and open-minded; be able to question and weigh up different sides of an issue; and be able to express themselves clearly and confidently. Crucially, volunteer panellists will be provided with training so that they feel comfortable with their role before they are asked to sit on their first panel.

To find out more about volunteering to join a complaints panel, call 08456 120 540 (local rate). The GDC is setting up and funding the Dental Complaints Service in line with its guidance to dental care professionals to put patient's interests first and act to protect them.