The Dental Complaints Resolution Service (“DCRS”) has released its annual report, providing data of complaints and queries received from 2024 to 2025.

The DCRS is a confidential, independent and voluntary service which was established in 2012 which helps patients and dentists resolve complaints relating to private dental care in Ireland. The DCRS provides the opportunity for a patient to be heard and to have their concerns taken seriously. The Irish Dental Association provides backing for the service but is not responsible operationally.

According to the DCRS’ annual report, they managed 365 complaints or queries in 2025 which  included 24 requests for support from dentists. They also managed 398 complaints or queries in 2024, with nine requests for support coming from dentists.

Through the DCRS process, patients and dentists can agree the following without having to resort to the Dental Council or litigation:

• A refund of fees
• An apology
• Transfer of a patient to another dentist
• Remedial treatment and payment
• Acceptance of responsibility for part or all of the issues that are the subject of the complaint.

The DCRS cannot investigate malpractice or misconduct, nor can they arrange for compensation for a patient. There are a number of benefits for the dentist, as the service can provide an opportunity for resolution with patients which in turn can avoid other channels of communication such as negative reviews on social media.

Notably, the report finds that most complaints do not relate to negligence but instead arise from issues including poor communication, costs and poor hygiene. Almost every complaint contained an element of dissatisfaction with communication, underlining the importance of clear, consistent dialogue before, during and after treatment.

The service provided by DCRS offers resolution without the need for litigation or a complaint to the Dental Council. Dr Will Rymer, president of the Irish Dental Association said “The service embodies leadership, responsibility and respect, for patients, for clinicians, and for the integrity of the profession”.

Furthermore, High Court President Mr Justice David Barniville launched the DCRS’ 2026 report and acknowledged the valuable work undertaken by the service to resolve disputes between patients and dentists since 2012.