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Guide to
NHS dental services
in England
April 2009
I’d like to know 
more about 
getting NHS 
dental treatment.
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 5 link to page 6 link to page 6 link to page 7 link to page 8 link to page 10 link to page 10 link to page 10 link to page 11 link to page 12 link to page 13 link to page 13 link to page 14 link to page 15 link to page 16 link to page 16 link to page 17 link to page 18 link to page 18 link to page 18 link to page 19 link to page 19 link to page 20 link to page 21 Contents
Introduction 
5
How to get NHS dental treatment 
6
How to find an NHS dentist in England 
6
Primary care trust dental access helplines 
7
If you are moving to live in another part of the country 
7
Urgent NHS dental treatment and care out-of-hours 
8
What should I expect when I go to the dentist? 10
At each check-up your NHS dentist should… 
10
Your NHS dentist should always… 
10
Your NHS dentist should not… 
11
How often should I see the dentist for a routine check-up? 
12
What treatments should I expect to be provided under the NHS? 
13
Mixing NHS and private dental treatment 
13
What is a treatment plan? 
14
What your dentist expects from you 
15
NHS dental charges 
16
What will I have to pay? 
16
What is included in the dental charge bands 
17
What if I have completed the course of treatment and something  
else needs doing – will I have to pay again? 
18
What if I think I have been charged wrongly? 
18
Some treatments do not incur a charge 
19
Free NHS dental treatment or help with health costs  
19
How to claim help with the costs of NHS dental treatment  
20
How to claim a refund 
21
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
3
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 22 link to page 22 link to page 22 link to page 23 link to page 23 link to page 23 link to page 25 link to page 25 link to page 25 link to page 26 link to page 26 link to page 27 Referrals 
22
Being referred to another dentist 
22
Referral for orthodontic (teeth straightening) treatment  
22
Referral to hospital for non-urgent NHS hospital treatment  
23
If you are on a waiting list for consultant-led NHS dental treatment  
and you move home and wish to move between hospitals 
23
How do I make a comment, a suggestion  
or a complaint about my dental treatment?  25
Making a complaint about NHS dental treatment  
25
If you are concerned about fraud taking place in the NHS 
26
Making a complaint about private dental treatment 
26
Other useful sources of help and information  27
4
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
Guide to NHS dental services 
in England
Introduction
Visit www.dh.gov.uk/en/
Healthcare/NHSConstitution 
This guide provides information 
for more information on the 
about how NHS dental services in 
Constitution.
England work. It tells you how to 
find an NHS dentist, what to expect  Each primary care trust (PCT) is 
when you go to the dentist, and 
responsible for NHS dental services 
where you can get more information  in its area. The primary care trust 
or support. 
has a commitment to provide NHS 
dentistry to anyone who seeks help 
It is a supplement to the information  in accessing services. As a user of 
provided in the patient information 
NHS dental services, you can choose 
leaflet NHS dental services in 
to use an NHS dentist in any part 
England, which is widely available 
of England – it could be where 
and can be downloaded from  
you live, near work or somewhere 
www.dh.gov.uk/dentistry. 
you are visiting. If you choose to 
use a dentist outside England this 
Current patient charges are 
guidance may not apply.
displayed on posters in NHS dental 
practices and can also be found at 
www.dh.gov.uk/dentistry.
The NHS Constitution sets out  
your rights and the pledges that the 
NHS makes to you as a user of NHS 
services. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
5
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
How to get NHS dental 
treatment
I’d like an NHS 
I wonder what 
dentist who 
it will cost for 
will treat all  
all of us?
of us.
Will I have to 
miss school 
to go?
How to find an NHS 
a practice of one or more dentists 
dentist in England
working under contract with the 
primary care trust – for the duration 
To get NHS treatment, just contact 
of your course of treatment. You 
a practice providing NHS dentistry 
can then choose either to use the 
and ask for an NHS appointment. 
same dentist, or to use another 
When you have been accepted for 
dentist under the same provider, 
treatment by an NHS dentist you will  or even another provider on future 
then be a patient of that provider – 
occasions, if you prefer. 
6
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
If you are having 
Where to find details of NHS  
dentists and primary care trust 
difficulty finding 
dental access helplines:
an NHS dentist in 
•  look on NHS Choices at  
www.nhs.uk/dentists 
the area that you 
•  just text â€˜dentist’ to 64746 or 
want, the primary 
NHSGO from your mobile  
phone from the area where you 
care trust can help.
need a dentist
•  or call NHS Direct on 0845 46 47.
Whether you need urgent treatment  If you are moving to 
or just a check-up, you can call the 
dental access helpline for the local 
live in another part of 
primary care trust and someone  
the country 
will be able to advise you. 
If you are moving to live in another 
part of the country and may not 
be able to use the same dentist as 
before, it is advisable to wait until 
you have located a dentist in the 
new area before starting a course  
of treatment. This is especially 
important in the case of orthodontic 
treatment, as it is more difficult to 
transfer to another dentist once your 
treatment has started.
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
7
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 23 link to page 23 link to page 23 link to page 23 link to page 7 link to page 7 If, before you move, you are unable 
Urgent NHS dental 
to complete your course of NHS 
treatment which has already been 
treatment and care 
started, you will need to speak to 
out-of-hours
your dentist to let them know as 
soon as possible. You should ask 
If you think you might need 
your dentist for a treatment plan 
urgent treatment and you have a 
which you can take with you to  
dentist, you should contact your 
your new dentist when you have 
dentist on the usual number. 
moved. If you have been unable 
to complete your treatment before 
If you do not have a dentist, you can 
you move, your next NHS dentist 
always get urgent care or be treated 
should be able to provide whatever 
out-of-hours if clinically necessary:
treatment is necessary, under the 
•  if you already have details of your 
NHS. Each dentist will charge you  
local urgent dental service, call 
for the course of treatment that  
them 
they provide.
•  if not, call the primary care trust’s 
You can contact the primary care 
dental access helpline 
trust in your new area to find out 
•  alternatively, call NHS Direct on  
about availability of NHS dentists in 
0845 46 47.
the area before your move. If you 
are having difficulty finding an NHS 
dentist in the new area, the primary 
care trust responsible for that area 
should be able to help you find one. 
If you are moving and you are on a 
waiting list for consultant-led NHS 
hospital treatment, see the section 
‘If you are on a waiting list for 
consultant-led NHS dental treatment 
and you move home and wish to 
move between hospitals’ in this 
guide.
8
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 16 Urgent NHS dental treatment is 
If more than one visit is required, 
provided when a patient’s clinical 
and you return to the same dentist 
condition needs prompt attention  
to complete the urgent course of 
by a dentist. 
treatment, then the Band 1 urgent 
charge is all that you should pay  
You might need urgent treatment  
– if you have to pay charges.  
if you have:
See ‘NHS dental charges’ for more 
•  toothache or swelling which 
information on dental charges and 
suggests infection of the tooth 
charge bands.
or gum
Once your urgent course of 
•  severe toothache or facial pain 
treatment has been completed,  
which is not controlled by 
you may be advised to make  
following advice and self-help, 
another appointment for a separate 
including taking over-the-counter  course of non-urgent treatment, in 
painkillers, as directed on the pack. which case the relevant Band charge 
will apply. 
Depending on how bad they are, 
some more serious, emergency 
dental conditions may need to be 
treated more quickly. 
These may include:
•  trauma of the face, mouth  
or teeth following recent accident 
or injury
•  a permanent tooth being knocked 
out
•  bleeding after tooth extraction 
that you cannot control 
•  serious swelling of the mouth  
or face which is getting worse.
Most urgent treatments can  
usually be dealt with during  
one appointment, but there are 
clinical situations where it may  
take more than one visit to  
alleviate the urgent problem. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
9
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 17 link to page 17 link to page 17 What should I expect 
when I go to the dentist?
An examination or assessment 
At each check-up your 
(check-up) is carried out as the 
first part of each course of NHS 
NHS dentist should:
treatment and is included in the 
•  undertake a full examination of 
Band 1 charge (see ‘What is  
your mouth, teeth and gums
included in the dental charge 
bands’). You should not be asked 
•  ask about your general health and 
to have, or pay for, an examination 
any problems you have had with 
or other assessment in order to be 
your teeth, mouth or gums since 
accepted for treatment by an NHS 
your last visit 
dentist.
•  ask about and give you advice  
on your diet and tobacco and 
alcohol use
•  ask about your teeth cleaning 
habits and give you advice on the 
What will 
most appropriate ways to keep 
the dentist 
your mouth, teeth and gums 
do, Dad?
healthy (including advice on 
equipment such as brushes and 
fluoride toothpaste)
•  discuss with you when your next 
visit should be. 
Your NHS dentist  
should always:
•  explain your treatment options 
and let you know what treatment 
can be done under the NHS and 
what other work (eg cosmetic 
treatment) can be done privately if 
you wish 
•  make sure you know how much 
your NHS and/or private treatment 
will cost 
10
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 14 link to page 14 link to page 25 link to page 25 link to page 25 link to page 25 •  give you a treatment plan (see 
Your NHS dentist 
‘What is a treatment plan?’) 
for any proposed Band 2 or 3 
should not:
treatment, or if you ask for one
•  offer NHS treatment to children 
•  offer all the care and treatment 
on condition that a parent  
needed to maintain your dental 
or guardian becomes a  
health as part of an agreed course 
private patient
of NHS treatment 
•  suggest that private treatment is 
•  make available to you a leaflet 
better than NHS treatment
with information about the 
•  make you pay privately for an 
practice and its services 
examination or other assessment 
•  display the following information 
in order to be accepted for NHS 
where you can see it:
treatment 
 
− a poster about NHS charges
•  charge you for missed 
 
− the practice complaints 
appointments for  
procedure
NHS treatment.
 
− a written statement about 
how the practice meets the 
requirements for:
 
> infection control
 
> health and safety
 
> x-rays
 
> continuing professional 
You also have the right to make a 
development of dentists. 
complaint if you are not happy with 
the way you are treated – see ‘How 
If your dentist does not offer all  
do I make a comment, a suggestion 
of the above services and 
or a complaint about my dental 
information, you have the right  
treatment?’
to ask for them. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
11
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
How often should I 
see the dentist for a 
routine check-up?
Dental health in England is much 
I wonder when 
better today than it was 30 years 
my next check-up 
ago. This is mostly as a result of 
needs to be.
fluoride in toothpaste, but also 
because people are taking better  
care of their teeth. However, NHS 
dentists still have an important role 
in helping you to keep your mouth, 
gums and teeth healthy. So visiting  
your dentist is important.
If you have been used to check-ups 
every six months, you may find that 
this now changes. Guidance from 
the National Institute for Health and 
Clinical Excellence (NICE) advises 
that the interval between check-ups 
could be made longer or shorter. 
The interval between check-ups will 
depend on how healthy your mouth, 
teeth and gums are at different times  
of your life. This will change with 
changes in your general health or 
lifestyle, and your risk of future 
problems. The time until your next 
check-up could be as short as three 
months or as long as two years. If you 
are under 18 it is likely to be within a  
year. Your dentist should discuss with  
you when your next visit should be.
If you have problems with your 
mouth or teeth between planned 
check-ups, contact your dentist to 
ask for an earlier appointment.
Further information is available from 
www.nice.org.uk. 
12
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
What treatments should  There are some treatments  
I expect to be provided  (mainly cosmetic) that are not 
normally available, although under 
under the NHS?
certain circumstances they may be 
clinically necessary and so will be 
You will be able to have provided 
available under the NHS. 
under the NHS all treatment that 
your dentist feels is clinically 
necessary in order to keep your 
Mixing NHS and 
teeth, gums and mouth healthy. 
private dental 
This includes: 
treatment
•  dentures
After discussing your treatment 
•  root canal treatment
needs and all the options available 
to you with your dentist, you may 
•  crowns and bridges 
choose to have some general dental 
•  any preventive treatment needed,  treatment provided privately in 
such as a scale and polish, an 
addition to the NHS treatment.  
appointment with the dental 
This may be carried out at the 
hygienist, fluoride varnish or 
same time as your NHS course of 
fissure sealants 
treatment. The dentist should  
•  white fillings 
discuss the options with you so that 
you can make an informed choice.
•  orthodontics for under-18s.
Your dentist should explain any risks, 
If your dentist says that you ‘need’ 
as well as costs, of all treatment  
a particular type of treatment, it 
and should also give you advice on  
will be available under the NHS. 
how to keep your teeth, gums and  
You should not be asked to pay 
mouth healthy. 
privately for any treatment which 
is clinically necessary. For example, 
Mixing NHS and private treatment  
if the dentist says that you need 
is not allowed in orthodontics.
a scale and polish, this should be 
provided as part of your NHS course 
of treatment and you should not be 
asked to pay for it privately, or as a 
separate course of NHS treatment. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
13
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 16 What is a  
I’m having all 
treatment plan?
the treatment 
I need done 
The dentist should give you a  
under the NHS.
written treatment plan before 
carrying out any work in Bands 2 or 
3 (see ‘What will I have to pay?’ or 
the patient information leaflet NHS 
dental services in England for an 
explanation of the Band charges), to 
confirm the details and costs of the 
NHS treatment and any private work 
that you have discussed and agreed 
to have done. You should be asked 
to read and sign the form to confirm 
that you understand what treatment 
is going to be done and that you 
agree to pay the associated charge, 
or charges if you opt for a mix of 
NHS and private work. 
If it becomes necessary to change 
the treatment plan, your dentist 
should discuss with you the changes 
and any amendment to the cost. 
If you are not given a treatment plan 
you can ask for one, for Band 1, 
Band 2 or Band 3 treatment. 
To see what a treatment plan  
form looks like, use this link:  
www.dh.gov.uk. 
14
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
What your dentist expects 
from you 
Your dentist expects 
For further information about 
you to:
looking after your teeth and dental 
health, see the Live Well dental 
•  give as much notice as possible 
health section of the NHS Choices 
if you have to cancel or change 
website www.nhs.uk. 
your appointment. If you miss 
NHS appointments you will not be  This website also has a Health A–Z 
asked to pay, but your dentist can  section where you can look up 
decide not to offer you treatment  information on a range of dental 
in future 
health matters, conditions and their 
treatment. 
•  ask if there is something you don’t 
understand
NHS dentists have an important role 
•  pay your treatment bills promptly 
in helping you to keep your mouth, 
•  try to follow their advice on  
gums and teeth healthy. So visiting 
how to avoid tooth decay and 
your dentist is important.
gum disease. 
Your dentist will help you to look 
after your teeth, but there are some 
things you can do yourself:
•  brush at least twice a day with a 
fluoride toothpaste (1,000ppm 
fluoride content for children under 
3, and 1,350–1,500ppm fluoride 
from 3 years upwards)
•  cut down on how often you have 
sugary foods and drinks 
•  do not smoke or use other 
tobacco products 
•  if you drink alcohol, keep to 
within limits advised by doctors 
•  wear a mouth guard when 
playing sport. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
15
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
NHS dental charges
NHS dentistry is one of very few NHS  However, if you are referred to 
services for which a charge is made.  another dentist for a new course of 
This section explains what you will 
treatment, which your dentist is not 
have to pay for and when you may 
equipped to provide, you will need 
not have to pay. The current charges  to pay two sets of charges – if you 
are shown in the leaflet NHS dental 
are a charge-payer. Please check 
services in England and on a poster 
with your dentist. Reasons for this 
displayed in each dental practice 
sort of referral might include having 
providing NHS dentistry.
treatment under sedation, or if you  
need a dentist to provide NHS dental  
What will I have  
treatment at your home, or 
orthodontic services if you are over 18. 
to pay?
The original dentist will charge 
The charge you pay depends on the  you and you will need to pay the 
treatment you need to keep your 
appropriate charge for that first 
mouth, gums and teeth healthy. 
course of treatment. In addition,  
the dentist carrying out the new 
Depending on what you need to 
course of treatment will charge you 
have done, you should only ever  
for that new course of treatment. 
be asked to pay one charge for  
each complete course of treatment   Your dentist should always tell you 
– either Band 1, Band 2 or Band 3  
how much you will need to pay 
treatment – even if you need to 
before starting your treatment.  
visit your dentist more than once to 
If you are having Band 2 or Band 3 
finish it. You will not be charged for  treatment you should be asked to 
individual items within the course  
read and sign the treatment plan, 
of treatment.
whether you have to pay dental 
charges or not, to confirm that you  
If you are referred to another  
understand what treatment is going  
dentist as part of an existing course 
to be carried out. If you are a charge- 
of treatment, you should still only  
payer, your signature also confirms 
pay one charge (to the dentist who 
that you agree to pay the associated 
refers you). 
charge, or charges if you opt for a 
mix of NHS and private work. 
16
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 19 If it becomes necessary to change 
What is included in 
the treatment plan, your dentist 
should discuss with you the changes 
the Dental Charge 
and any amendment to the cost. 
Bands
You may be asked to pay all, or 
Band 1 course of treatment 
some of, your treatment costs before 
This covers an examination, 
you start a course of treatment. 
diagnosis (eg x-rays), advice on 
Check this with your practice and 
how to prevent future problems, 
always ask for a receipt when you 
and a scale and polish if needed. 
make a payment for your NHS 
Application of fluoride varnish and 
treatment.
fissure sealants are also included  
in Band 1 if needed.
Some people may not have to  
pay all of the costs and some may 
Band 2 course of treatment  
not have to pay anything at all.  
This covers everything listed in 
See pages 19–20 to find out if this 
Band 1 above, plus any further 
applies to you.
treatment such as fillings, root 
canal work or if your dentist 
needs to take out one or more 
of your teeth. 
Band 3 course of treatment  
This covers everything listed in 
Bands 1 and 2 above, plus  
crowns, dentures or bridges. 
Urgent treatment  
If you require urgent care, even 
if your urgent treatment needs 
more than one appointment to 
complete, you will only need to 
pay one Band 1 charge. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
17
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 25 link to page 25 link to page 25 link to page 25 link to page 21 What if I have 
What if I think I have 
completed the course 
been charged wrongly?
of treatment and 
If you think you have been charged 
wrongly, the first thing to do is to 
something else needs 
discuss the issue with the dentist 
doing – will I have  
or the person at the practice who 
to pay again?
is responsible for patient feedback. 
If you were required to pay for 
You do not have to pay again if:
your NHS treatment and made the 
•  you need more treatment within 
payment, but you think that you 
the same or a lower charge band 
paid too much, you should discuss 
(for example an additional filling) 
this with the dentist in the first 
within two months of completing  instance, as they will know what 
a course of treatment. As long as 
work was done and whether it 
you have discussed the problem 
was NHS-only or a mix of NHS and 
with the dentist during that time 
private work. The dentist will be  
they will try to fit you in as soon 
able to make the relevant refund  
as possible, but if they have to 
if appropriate. 
offer you a later appointment you 
should not be charged again
If you are not happy with the 
response, you will need to contact 
•  you need repair work or a 
the primary care trust. See ‘How do 
replacement of certain types 
I make a comment, a suggestion 
of restoration within a year of 
or a complaint about my dental 
the original work being done. 
treatment?’.
You should return to the same 
provider of NHS dentistry. 
For more information about how to 
claim a refund if you find out after 
you have paid that you were eligible 
for help with health costs, see the 
section ‘How to claim a refund’. 
18
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
Some treatments do 
•  pregnant, or a mother who  
not incur a charge 
has had a baby in the previous 
12 months 
You do not have to pay a dental 
•  staying in an NHS hospital, and 
charge:
your treatment is carried out  
•  to have your dentures repaired. 
by the hospital dentist 
However, sometimes it is not 
•  an NHS Hospital Dental Service 
possible to repair dentures and 
outpatient (however, you may 
a new denture may be required, 
have to pay for your dentures  
which you would need to pay for 
or bridges). 
(as a Band 3 charge)
•  for having stitches out
You also do not have to pay if, when 
the treatment starts, or when you 
•  if your dentist has to stop 
are asked to pay:
bleeding from your mouth
•  you are included in an award of:
•  if your dentist only needs to write 
out a prescription, although if 
 
− Income Support
you pay for prescriptions you will 
 
− Income-related Employment 
still need to pay the usual charge 
and Support Allowance 
when you collect your medicine 
 
− Income-based Jobseeker’s 
from your pharmacist.
Allowance
 
− Pension Credit Guarantee 
Free NHS dental 
Credit 
treatment or help  
•  you are named on a valid NHS 
with health costs
tax credit exemption certificate, 
or you are entitled to an NHS tax 
You do not have to pay for  
credit exemption certificate
NHS dental treatment if, when the 
or 
treatment starts, you are: 
•  you are named on a valid  
•  aged under 18 
HC2 certificate. 
•  aged under 19 and receiving  
full-time education 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
19
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
You will not be exempt from paying  How to claim help  
because you receive one of the 
following, when paid on their own: 
with the costs of NHS 
•  Incapacity Benefit
dental treatment 
•  Contribution-based Employment 
If you are eligible to receive help 
and Support Allowance
with health costs, you will need form 
•  Contribution-based Jobseeker’s 
HC1 to claim for full (HC2) or partial 
Allowance
(HC3) help with NHS dental costs. 
These forms are available from your 
•  Disability Living Allowance
Jobcentre Plus office or by calling 
•  Council Tax Benefit
0845 610 1112. 
•  Housing Benefit
For help in completing form HC1 or 
•  Pension Credit Savings Credit. 
further advice call 0845 850 1166. 
Medical conditions do not  
Form HC1 can also be requested 
exempt patients from payment  
from www.nhsbsa.nhs.uk  
for dental treatment. 
(HC1 request). If you complete form 
HC1 after your treatment, you will 
If your name is on a valid HC3 
have to pay and then claim a refund 
certificate, you may not have to  
when you submit form HC1.
pay for all your treatment. 
To find out more about free NHS 
You will be asked to show your 
dental treatment and how to get it, 
dentist written evidence that you 
see Help with health costs (HC11), 
can claim free all or part of your  
which is available from Jobcentre 
NHS treatment. You will also be 
Plus offices and dental surgeries,  
asked to sign a form FP17 to  
or can be downloaded from  
confirm that you do not have  
www.nhsbsa.nhs.uk (HC11 form). 
to pay. 
Help with health costs also has 
Checks are made on free and 
details about the Healthcare Travel 
reduced-cost treatment claims.  
Costs Scheme. If you receive certain 
If you say you have the right to  
benefits or are on a low income  
free or reduced-cost treatment  
and you are referred to a hospital  
when you do not, you may incur  
for specialist dental treatment,  
a penalty charge.
you may be able to get help with  
the cost of travelling to and from 
your appointments. 
20
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
How to claim a refund 
If you were required to pay for 
your NHS treatment and made the 
payment, but you think that you 
paid too much, you should discuss 
this with the dentist in the first 
instance, as they will know what 
work was done and whether it 
was NHS only or a mix of NHS and 
private work. The dentist will be  
able to make the relevant refund  
Perhaps we can 
if appropriate. 
get help with the 
costs of our NHS 
If you pay for your NHS treatment 
treatment.
but later find that you were entitled 
to receive it free of charge, or were 
entitled to pay a reduced amount, 
you can claim a refund of the NHS 
charge. You need to do this within 
three months of the date that you 
paid. You will need to complete the 
refund claim form HC5D, which  
is available from Jobcentre Plus 
offices and dental surgeries. It can 
also be downloaded by clicking  
the link www.dh.gov.uk  
(HC5D download). 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
21
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
Referrals
Being referred to 
NHS orthodontic treatment can 
another dentist 
be given to people under the age 
of 18 who require it for dental 
If you are referred to another dentist  health reasons. Treatment for minor 
as part of an existing course of 
irregularities is not provided by the 
treatment, you should still only  
NHS. In exceptional circumstances 
pay one charge (to the dentist who 
adults may receive NHS treatment 
refers you). However, if you are 
with special permission and 
referred to another dentist for a  
sometimes in the hospital service. 
new course of treatment, you will 
More details about why and how 
need to pay two sets of charges – 
this is done are available on the 
if you are a charge-payer. Please 
British Orthodontic Society website 
check with your dentist. Reasons for  www.bos.org.uk. 
this sort of referral might include 
having treatment under sedation, or  There are no charges for NHS 
if you need a dentist to provide NHS  orthodontic treatment for children, 
dental treatment at your home, or 
except if a brace is lost or damaged 
orthodontic services if you are over 18. beyond repair, when there is an NHS 
charge for the replacement. 
If you need more information on 
NHS sedation, orthodontic and 
If you or your child are told that 
home visit services in your area,  
NHS orthodontic treatment is not 
ask your primary care trust. 
necessary in your, or your child’s, 
particular case, and you are unhappy 
with the decision, your primary care 
Referral for orthodontic  trust will be able to advise you. 
(teeth straightening) 
Alternatively, if you feel that you 
still want orthodontic treatment you 
treatment 
can ask to be referred for private 
treatment, in which case you will 
If you think you or your child  
need to pay private charges.
need NHS orthodontic treatment,  
you should first discuss it with your 
Mixing NHS and private treatment is 
regular dentist. They will then make  not allowed in orthodontics.
a referral to an orthodontist – a 
qualified dentist who specialises  
in orthodontic treatment – if that  
is appropriate.
22
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
link to page 25 link to page 25 link to page 25 link to page 25 link to page 23 link to page 23 link to page 23 link to page 23 link to page 23 link to page 23 Whether the orthodontic treatment 
The 18 weeks commitment includes 
is NHS or private, your dentist will 
any appointments, tests, scans or 
need to refer you to an orthodontist.  other procedures that you may need 
This might be available at a  
before starting your treatment. 
dental practice or at a hospital 
dental department.
For more information visit 
www.18weeks.nhs.uk/
If you are unhappy with the 
endwaiting/. 
treatment that your child has 
received from the orthodontist or 
For more information on your 
you feel that you need to make a 
rights and the pledges that the 
complaint, you should first discuss 
NHS makes to you as a user of NHS 
the problem with the orthodontist. 
services see The NHS Constitution at 
For further information on how to 
www.dh.gov.uk/en/Healthcare/
make a complaint, see ‘How do 
NHSConstitution.
I make a comment, a suggestion 
or a complaint about my dental 
treatment?’.
If you are on a waiting 
list for consultant-led 
Referral to hospital 
NHS dental treatment 
for non-urgent NHS 
and you move home  
hospital treatment
and wish to move 
If you are referred for non-urgent 
between hospitals
NHS dental treatment in a hospital  
When you move home and wish 
in England that involves consultant-
to move between hospitals, the 
led dental care such as orthodontic 
NHS should take previous waiting 
treatment, the longest you will wait  time into account and ensure, 
for treatment to start is 18 weeks 
wherever possible, that you are 
from the date of referral – unless 
not disadvantaged as a result. For 
you choose to wait longer or it is 
example, this commonly applies to 
clinically appropriate for you to 
military personnel and their families, 
do so. Although the maximum is 
many of whom are required to  
18 weeks, many patients receive 
move home frequently, sometimes  
treatment much sooner than that.
at short notice. 
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
23
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
NHS organisations should have 
If you were referred for non-urgent 
processes in place to transfer 
NHS care at a hospital in England 
information about your move to both   by a dentist or GP in England, you 
your original referring dentist or GP   can expect to start your consultant-
and your new hospital – including how  led treatment within a maximum 
long you have waited already – and 
of 18 weeks from referral unless 
to treat you without unnecessary 
you choose to wait longer or it is 
delay according to your clinical need.  clinically appropriate for you to 
do so. This commitment includes 
If you are currently on a waiting list 
patients who move home and 
for NHS treatment and wish to move  between hospitals in England. 
between hospitals, it is advisable to 
Different waiting time standards 
discuss arrangements for transferring  apply in Wales, Scotland and 
your care with the dentist or GP who  Northern Ireland.
referred you. It is also advisable to 
contact your new dentist, GP and 
If you are moving between Scotland, 
hospital as early as possible after 
Wales, Northern Ireland or England, 
you have moved to discuss and 
NHS organisations should take 
confirm the arrangements for your 
account of past time on waiting lists 
treatment. The hospital will need  
when making appointments and 
to know who your new dentist  
ensure, wherever possible, that you 
and GP are. 
are not disadvantaged as a result.
24
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
How do I make a comment, 
a suggestion or a complaint 
about my dental treatment? 
If you want to: 
Making a complaint 
•  make a comment about 
about NHS dental 
something that you thought was 
good at the practice
treatment 
•  make a suggestion about 
If you are unhappy about the  
something that could be  
service you have received from your 
done better
NHS dentist or orthodontist, or want 
•  discuss something that you  
to make a complaint about your  
are not happy about in your care 
NHS dental or orthodontic treatment,  
or the service provided
someone at the practice will be able 
to tell you what you need to do 
•  discuss something that you  
next. The practice will try to help 
think should have happened but 
resolve the problem if you tell them 
that did not
about it. Every practice providing 
or 
NHS dentistry has a complaints 
•  make a complaint about the care 
procedure which should be  
or service provided by your dentist  on display.
or the dentist’s practice 
If you are not happy with the 
the first thing to do is to speak to 
response from the practice or you 
the person at the practice who is 
feel unable to speak to someone at 
responsible for patient feedback. 
the practice about your complaint, 
you can ask your primary care trust 
This includes if:
Patient Advice and Liaison Services 
officer to help, and they will be  
•  you are not offered all necessary 
able to advise you what you need  
treatment as part of your NHS 
to do next.
treatment plan
•  you are offered the necessary 
treatment only if you agree to pay 
for it privately
•  you think you have been charged 
wrongly.
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
25
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
Full details on how to make a 
Making a complaint 
complaint about NHS dentistry 
can be found by clicking on the 
about private dental 
following link at NHS Choices.
treatment 
You can also contact:
If you want to make a complaint 
about dental treatment provided 
•  your local primary care trust 
privately, perhaps as part of a mixed 
Patient Advice and Liaison Services  NHS and private course of dental 
•  your local Independent 
treatment, you can contact:  
Complaints Advocacy Service. 
The Dental Complaints Service 
The Lansdowne Building 
Visit www.dh.gov.uk/mec for 
2, Lansdowne Road  
further information and advice 
Croydon  
about the Department of Health’s 
CR9 2ER 
reforms to NHS health and social 
Tel: 08456 120540 
care complaints arrangements.
Email: info@dentalcomplaints. 
org.uk  
If you are concerned 
or visit www.dentalcomplaints.
about fraud taking 
org.uk 
place in the NHS
If you are concerned about fraud 
taking place in the NHS, please 
contact the NHS Counter Fraud and 
Security Management Service on 
freephone 0800 028 40 60. All 
calls are dealt with in confidence by 
trained staff and you do not have to 
provide your personal details.
26
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
Other useful sources of help 
and information 
British Dental Association 
NHS Business Services Authority 
Tel: 020 7935 0875
Dental Services 
or visit www.bda.org 
Visit www.nhsbsa.nhs.uk 
or www.nhsbsa.nhs.uk/Contact.
British Dental Health Foundation  aspx 
Tel: 0845 063 1188  
Monday to Friday, 9am–5pm 
NHS Choices at www.nhs.uk 
or visit www.dentalhealth.org 
contains information about where 
to find a local dentist and how to 
British Orthodontic Society
look after your dental health. You 
will also find sections on a range of 
12, Bridewell Place 
related subjects.
London EC4V 6AP
Tel: 020 7353 8680
NHS Counter Fraud and Security 
or visit www.bos.org.uk
Management Service 
freephone 0800 028 40 60 
Care Quality Commission
visit www.nhsbsa.nhs.uk/
Visit www.cqc.org.uk 
counterfraud.aspx 
Citizens Advice 
Which? 
See your local phone book for the 
Tel: 0845 307 4000 
nearest branch 
or visit www.which.co.uk 
or visit www.adviceguide.org.uk 
Department of Health
Visit www.dh.gov.uk/dentistry  
Getting involved 
The introduction of Local Involvement Networks (LINks) means that 
there are now even more ways in which you can have your say 
and make a real difference to your local NHS services, including 
dentistry. For more information, get in touch with your primary care 
trust or visit www.dh.gov.uk/en/Managingyourorganisation/
PatientAndPublicinvolvement/index.htm
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
If you need help finding an NHS dentist go to www.nhs.uk/dentists,  
27
or text dentist to 64746, or call NHS Direct on 0845 46 47
or text dentist to 64746, or call NHS Direct on 0845 46 47
© Crown copyright. Produced by COI
293300 1p Mar 09
Download is available from www.dh.gov.uk/dentistry
Guide to NHS dental services in England may also be made  
available on request in Braille, in audio, on disk and in large print.
www.dh.gov.uk/publications 

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