False promotion and promices
Title: What we were promised versus what actually happened – a factual account
I am posting this to share our family’s experience with Full Face Orthodontics. I will stick to documented facts and correspondence.
Marketing and direct involvement
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When my daughter started treatment in 2023, the practice’s website and marketing focused almost entirely on Dr Derek Mahony as a world‑renowned specialist. Based on that presentation, we believed that Dr Mahony would personally see our daughter for at least some follow‑up appointments. In reality, after the initial consultation, she never received any treatment from Dr Mahony – all care was delivered by associates.
Promise of seamless transfer to the UK
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In July 2025, our family relocated to the UK. A practice representative (Caoimhe Ni Chobhthaigh) told us that Dr Mahony had recommended a UK colleague, Dr Yasmin George, and that we should contact her for emergency assistance. On 5 November 2025, the practice explicitly suggested transferring the remainder of my daughter’s care to Dr George if the relocation was long‑term, and assured us that fees would be handled seamlessly with no additional cost to us. Relying on that assurance, we transferred care.
The UK practitioner knew nothing about fee transfer
When we received the first bill from Dr George (who is a highly professional and excellent orthodontist), I mentioned that all fees were supposed to be transferred from Full Face Orthodontics. Dr George told us she knew nothing about any fee transfer arrangement.
Misrepresentation to Dr George.
Before we had even received Dr George’s quote, Full Face Orthodontics contacted her and falsely stated that we were “unhappy with her fees and may go elsewhere”. This forced Dr George to reduce her fees by approximately one‑third to retain the case.
Inadequate reimbursement
The practice later offered only AUD 2,995 (approx. £1,500) for the undelivered portion of treatment. The actual cost we had to pay in the UK to complete the treatment was £3,900 – more than double their offer.
Owner’s responsibility
Dr Mahony travels to the UK frequently, lectures here, and maintains UK registration. He knows the UK orthodontic market well. When his staff advise patients, promise seamless fee transfers, and make representations about continuity of care, he remains responsible as the owner and principal of the practice. Staff acted on his behalf.
Website change
The practice has since substantially revised its website. The 2023 version gave little prominence to associates; the current version now lists many clinicians and describes Dr Mahony’s role more modestly.
I have raised these issues with the practice directly. They refused to honour the original promise. I am now pursuing the matter through the appropriate legal and professional channels. This review is based on the documented correspondence and events that took place.
