Advice needed on poor dentistry

Q. A couple of years ago I saw an advert for implants in Glasgow at a dentist. I decided to get the implants for the top and bottom of my mouth. I paid £10,000 up front in cash and was expected to pay another £10,000 after. I had the top and bottom implants ordered, they had to re-do the top ones due to them not fitting properly whilst the implants were in. On two separate occasions they had sent the implants to the wrong place causing further delay.

Covid-19 struck and it was delayed further. I got a second opinion from another dentist and was advised the work was done poorly, that there was plastic present and that there were two loose screws in my mouth (which are still there). I was quoted £15,000 to get them repaired from this dentist but I could not afford to do this. I then sought a solicitor and was told that – yes – it was done poorly although there was not enough to raise a case against them. I have now received an email from a debt collection agency informing me that I owe over £7000. The dentist have not tried to contact me at all and this email regarding debt was the first contact that I have had. I have not contacted the dentist or the debt collection agency at all and cannot afford this with my low income. There is also no information about the amount and why it is owed.

A. The dentist has an obligation to correct the procedure. You should go back to the original dentist and make a complaint – stating that you have a report from another independent dentist of poor workmanship. If you feel comfortable, you should allow the dentist to fix the procedure and this should be free of charge with no additional cost to you.

With regards to your debt collection letter you have advised that you never received any correspondence. If the money is still owed to the dentist then you may need to try and come to a resolution with the debt collection company and explain your situation, what has gone wrong, the report of the second opinion and any evidence that you have (you have stated that you have x-rays of the loose screws/work done) and see what happens from there.

You could ask them to prove that they have tried to contact you as you have not received any communication from them. Letters? Emails? How did they contact you on several occasions? Can they show proof of this? Ask for a breakdown of the debt. You would also explain your low income/ financial situation. If you ignore the debt there is a possibility of a bank arrestment, them taking court action against you which would be an Ordinary Cause Action (over £5000) could arrive at your door and you would then need to get a solicitor.

You have stated that you have spoken to a solicitor and he has relayed similar information. It is understandable that you do not want to go back to them and you now have two options:

■ Give them the chance to finish the treatment as they have an obligation to correct it.

■ Contact the debt company and explain the situation, providing evidence such as documents/x-rays. Be reasonable with them and explain your low income.

Q. I have an interview with an employment agency but as part of the interview they want a copy of my birth certificate or a photo ID. I have neither, how do I get copies?

A. Your local registrar office (if open) would be able to provide you with a copy for a fee. If your local registrar is not open then you will have to access your local council’s website and under the heading ‘Copy of Certificates’, order one. The fee would be £15 plus 75p pp. You will have to input your bank details in order to receive a copy. Photo ID who normally be a driving license, passport or an identity card.

Q. I would like to enquire about a transaction that I had made and sent overseas. At the end of September I transferred £200 overseas to my friend. I used my banking app to complete this transaction, however, a few days later I discovered that £400 had left my account and not the original £200. My friend has confirmed the transaction of £200 but no further monies was sent to them. I have attended the branch in order to receive a statement but I have not formally disputed this. What should I do?

A. We would recommend that you raise a dispute with your bank and you should follow your bank’s process. After looking up your bank’s dispute process for app users, you must go onto your mobile banking app and select statements.

You must then select the statement that holds this transaction and select this. Once this is done, this should give you the option of raising a dispute on the app. If you find that you have been wrongly debited, you should contact the bank or building society without undue delay and no later than 13 months after the date of the transaction. If your dispute is successful, then you should receive your refund within 10 working days, you can even request compensation if this caused hardship to you. If you are not successful in your dispute, then you could take your complain to the next stage of your banks complaints procedures or use the Financial Services Ombudsman.

Q. I was married in Mauritius in 2017. We followed the correct procedures for getting married in the country and we were issued with a marriage certificate. I have misplaced the marriage certificate and can not find it and we need it to complete a joint life insurance policy. Is there anyway I can get a copy?

A. If the event has not been registered in the UK, you may be able to get a copy of a certificate from the country where the event was registered. You should contact the relevant embassy in the UK. The contact details for foreign embassies in the UK are on the GOV.UK website.

If you have difficulty getting a copy of a certificate from abroad you may be able to obtain a copy by contacting the National Records of Scotland, who hold some certificates from abroad. It may also be useful to contact the Foreign and Commonwealth Office (who will charge a fee). This office can process a request for a certificate for a marriage abroad, a death abroad or a birth abroad.

PLEASE NOTE: Rutherglen & Cambuslang Citizens Advice Bureau is open for telephone / e-mail advice on Monday to Friday from 9.30am to 3pm.