Charged £72 for an Appointment Change I Was Never Told About
I’m very disappointed with my experience at Remarkable Smiles (Alvaston Practice).
My uncle was given an appointment date months in advance and attended as scheduled, only to be told the appointment had been changed the previous week due to the dentist being on holiday. He had received no notification of this change — no call, text, email or letter.
Despite this, he was charged £72 for a missed appointment. When we raised this, the practice relied solely on an internal note stating a call was made, but could provide no evidence of what was actually communicated. No written confirmation of the amended appointment was ever issued.
Even more concerning, he was told he could not book another appointment unless he paid a further £72.
We followed the full complaints process, but the practice refused to reconsider or offer any resolution.
Patients should be able to trust that appointment changes will be clearly communicated. Charging for non-attendance under these circumstances feels unfair and unreasonable.
I would advise others to ensure they receive written confirmation of any appointment changes.