This is guidance based on published NHS processes. For specific advice about your situation, contact the NHS Business Services Authority on 0300 330 1343.

Updated 17 April 2026

NHS Dental Overcharge Refunds and Penalty Appeals 2026

If you were overcharged, wrongly penalised, or have a complaint about an NHS dental practice, here is the step-by-step process to resolve it.

Choose your scenario

Scenario 1: You think you were charged twice for one course of treatment

NHS rules state you pay one charge per course of treatment, at the highest band required. If you were charged twice for work your dentist planned together (for example, a check-up charge plus a separate Band 2 charge on the same day or for treatment planned at the same appointment), that may be an overcharge.

1

Raise it with the practice first. Ask to speak to the practice manager or treatment coordinator. Show your receipts and ask them to review the charges against your FP17 (treatment plan).

2

If unresolved, call the NHSBSA on 0300 330 1343. Have your receipts, the date of treatment, the practice name, and your NHS number ready. The NHSBSA can investigate and arrange a refund.

3

Keep all receipts from NHS dental treatment. You should receive a receipt (form FP17PR) after each payment. If you did not receive one, ask for it.

Scenario 2: You received a Penalty Charge Notice (PCN) for a wrongful exemption claim

A Penalty Charge Notice is issued when the NHSBSA's Post-Payment Verification (PPV) process finds that you claimed free treatment you were not entitled to. The PCN charges the original treatment cost plus up to five times that amount, capped at £100 total.

1

Read the PCN carefully. It states the date of the treatment, the practice, and the reason for the notice.

2

If you have grounds to appeal, complete form FP64E within 28 days of the PCN date. Send it to the address on the notice. State clearly why you were entitled to free treatment and include documentary evidence.

3

Evidence that helps: Universal Credit journal entries or payment statements showing earnings below threshold at the time of treatment, benefit award letters dated before treatment, MatEx certificate, HC2 certificate.

4

If your appeal is rejected and you believe it is wrong, you can request an independent review by the First-tier Tribunal (Social Entitlement Chamber).

Scenario 3: You are unhappy with the treatment or service from your NHS dentist

Complaints about treatment quality, attitude, or service should be raised with the practice first, then escalated if unresolved.

1

Write a formal complaint letter to the practice manager. State: what happened, when, who was involved, what you want to be resolved, and by when you want a response. Send by email and ask for confirmation of receipt, or by recorded post.

2

The practice must acknowledge your complaint within 3 working days and provide a full written response, usually within 40 working days. They must tell you what they found, what they are doing to put it right, and how to escalate if you are not satisfied.

3

If unsatisfied with the practice response, contact NHS England (in England) to request an independent review. NHS England customer contact centre: 0300 311 2233.

4

For escalation beyond NHS England, contact the Parliamentary and Health Service Ombudsman (PHSO): phso.org.uk or 0345 015 4033. The PHSO is the final escalation route for NHS complaints in England.

Scenario 4: Serious concerns about a dentist's professional conduct

If you have serious concerns about a dentist's fitness to practise (not just a treatment outcome), contact the General Dental Council (GDC).

  • GDC: gdc-uk.org / 020 7167 6000
  • The GDC investigates: dishonest behaviour, criminal convictions, evidence of serious clinical malpractice, and persistent or serious failure to maintain standards
  • The GDC does not handle routine treatment complaints or disputes about charges

Key contacts summary

IssueContactDetails
Overcharge refundNHSBSA0300 330 1343
Penalty Charge Notice appealNHSBSA (form FP64E)0300 330 1343 / nhsbsa.nhs.uk
Treatment complaint (step 1)Dental practice managerIn writing
Treatment complaint (step 2)NHS England0300 311 2233
Treatment complaint (step 3)Parliamentary and Health Service Ombudsman0345 015 4033 / phso.org.uk
Professional conduct concernGeneral Dental Council (GDC)020 7167 6000 / gdc-uk.org

Frequently asked questions

What should I do if my NHS dentist charged me twice for one course of treatment?
Contact the NHS Business Services Authority on 0300 330 1343. Explain that you believe you were charged twice for a single course of treatment. Have your receipts and your FP17 (treatment form) copies ready. The NHSBSA can investigate and arrange a refund if the overcharge is confirmed. You can also raise this with your dentist practice first, as they may resolve it directly.
I received a Penalty Charge Notice for a wrongful exemption claim. What do I do?
You have 28 days from the date of the PCN to pay or appeal. To appeal, complete form FP64E (available from nhsbsa.nhs.uk or by calling 0300 330 1343). State clearly why you believe the claim was valid: for example, you were in receipt of qualifying Universal Credit at the time, or you genuinely believed you were pregnant and exempt. Gather evidence (benefit letters, prescription dates, maternity records).
How do I make a formal complaint about my NHS dentist?
Write a formal complaint to the dental practice. All NHS dental practices must have a complaints process. Address your letter to the practice manager. State clearly what happened, what you want to be resolved, and by when. The practice must acknowledge your complaint within 3 working days and provide a full written response within 40 working days (or explain why they need more time). Keep a copy of your letter.
Who do I contact if the dental practice does not resolve my complaint?
If you have raised the complaint with the practice and are not satisfied with the response, escalate to NHS England (for practices in England). You can also contact the Parliamentary and Health Service Ombudsman (PHSO) if you have exhausted the practice complaints process and the NHS England review. The Ombudsman investigates complaints about NHS organisations.
Can I appeal a Penalty Charge Notice successfully?
Yes, appeals are frequently successful where there is genuine evidence of entitlement. Common successful appeals include: you were receiving qualifying Universal Credit at the time and can show your earnings were below threshold; you held a valid MatEx certificate; or you were under 18 and a date of birth confusion led to the PCN. Always appeal in writing with evidence.
What if I have concerns about my dentist's professional conduct?
Serious concerns about a dentist's professional conduct (not just a treatment dispute) can be reported to the General Dental Council (GDC). The GDC is the regulator for dental professionals in the UK. They investigate complaints about fitness to practise, not routine treatment quality disputes. Visit gdc-uk.org or call 020 7167 6000.

Related guides

Free treatment eligibilityHC1/HC2 low income schemeAll NHS dental charges