Sir, I would strongly encourage BDJ readers not to be misled by your dental news headline 'Most complainants just want an apology' generated by the Parliamentary and Health Service Ombudsman (PHSO). Sixteen years of instructions in preparing liability and causation reports leads me to believe – as far as clinical matters are concerned – that complainants want money.

Aggrieved dental patients are quick to find out that complaining to a PCT, GDC and PHSO will, if upheld, not involve compensation for general and special damages. As a result they immediately consult a personal injury solicitor through the internet. The solicitor or their instructed expert will then take a view. The result is that approximately 75% of the matters complained about are completely without merit and another 10% marginal. None of this appears in any statistical data not least the PHSO. Even the defence societies are unaware of the number of complainants unless they receive a Letter before Action. Many of these lie dormant in files for three years before being shredded. It is the classical iceberg phenomenon.

My expertise is only with high street dentistry. However, contrary to the findings of consumer orientated government quangos attempting to redress the balance of power between patients and dentists, the compensation culture is alive and kicking and complainants want more than just an apology.