Refund Policy

Cash Handling and Patient Refund Policy

Practice: Camden Place Dental Practice & Implant Centre Limited
Policy Owner: Practice Manager
Approved By: Practice Principal
Effective Date: 8 September 2026
Review Date: 8 September 2027
Version: 1.0

Purpose

The purpose of this policy is to ensure that cash payments received by the practice and patient refunds are handled consistently, securely and appropriately.

The practice operates a controlled cash-handling process. All cash received from patients is recorded and banked in accordance with the practice’s financial procedures.

To maintain accurate financial records and appropriate controls, patient refunds will not normally be issued in cash.

Scope

This policy applies to:

• All practice staff who receive or handle patient payments.
• Reception staff.
• Practice management.
• Clinicians where they are involved in payment or refund discussions.
• All patients requesting a refund of a payment made to the practice.

Cash Payments

Where a patient makes a payment in cash:

1. The payment must be recorded on the practice’s financial/patient management system.
2. A receipt should be provided where appropriate.
3. Cash must be stored securely in accordance with the practice’s cash-handling arrangements.
4. Cash received must be included in the practice’s banking procedures.
5. Staff must not retain practice cash for personal use or remove cash from the practice.

All cash transactions must be capable of being reconciled against the practice’s financial records.

 

Patient Refunds

The practice may provide refunds where a patient has been overcharged, has paid for a service that has not been provided, has a duplicate payment, or where a refund has otherwise been authorised by the practice.

Standard refund method

Refunds will normally be made by BACS bank transfer.

The practice does not normally provide refunds in physical cash, including where the original payment was made in cash.

This is because all cash received by the practice is subject to the practice’s banking and financial control procedures.

Refund Authorisation

Refunds must not be issued by individual staff members without appropriate authorisation.

The following procedure should be followed:

1. The reason for the refund must be established.
2. The refund must be authorised by the Practice Manager or another person authorised by the practice.
3. The amount to be refunded must be confirmed against the patient’s account and financial records.
4. The patient’s bank details should be obtained securely where required.
5. The refund should be processed by BACS.
6. The refund must be recorded on the patient’s account and/or appropriate financial records.
7. Evidence of the refund should be retained in accordance with the practice’s record-keeping requirements.

Bank Details

Where a BACS refund is required, the patient may be asked to provide:

• Account holder’s name
• Sort code
• Account number

Bank details must be handled securely and only used for the purpose of processing the authorised refund.

Staff must not record bank details in inappropriate locations, including general clinical notes, informal messaging systems or unsecured documents.

Refunds Where the Patient Paid in Cash

Where a patient states:

“I paid in cash, so I want my refund in cash.”

Staff should explain that the method of refund is determined by the practice’s refund procedure and that cash refunds are not normally provided.

Staff should not become involved in an argument or make exceptions without authorisation.

Suggested wording:

“I appreciate that you originally paid in cash. However, our practice procedure is that cash received is banked and patient refunds are normally processed by BACS. This is our standard procedure and applies regardless of the original payment method.”

If the patient remains dissatisfied, the matter should be escalated to the Practice Manager.

Exceptional Circumstances

Any request for a refund by a method other than BACS must be referred to the Practice Manager.

Exceptions should only be considered where there is a genuine reason why the standard refund process cannot reasonably be followed.

Any exception must be:

• Authorised by the Practice Manager/Practice Principal.
• Documented.
• Recorded with the reason for the exception.

Staff must not promise a cash refund before authorisation has been obtained.

Patient Complaints or Aggressive Behaviour

Patients are entitled to question the practice’s refund procedure. Staff should remain professional and explain the policy calmly.

If a patient becomes abusive, threatening or aggressive:

• Do not argue with the patient.
• Explain the position once clearly.
• Offer to escalate the matter to the Practice Manager.
• Follow the practice’s Patient Behaviour/Zero Tolerance Policy where appropriate.
• Document any significant incident.

The fact that a patient disagrees with the refund method does not, in itself, require staff to change the practice procedure.

Financial Controls

The practice will maintain appropriate controls over cash and refunds to reduce the risk of:

• Financial discrepancies.
• Unauthorised refunds.
• Fraud.
• Theft or loss of cash.
• Inaccurate patient accounts.
• Inadequate financial records.

Cash received and refunds processed should be capable of being reconciled against the practice’s financial records.

Staff Responsibilities

Reception Staff

Reception staff are responsible for:

• Accurately recording payments.
• Following cash-handling procedures.
• Not authorising unauthorised refunds.
• Explaining the refund procedure to patients.
• Escalating disputes to the Practice Manager.

Practice Manager

The Practice Manager is responsible for:

• Authorising refunds in accordance with practice procedures.
• Ensuring appropriate financial controls are maintained.
• Managing disputes regarding refunds.
• Ensuring staff understand and follow this policy.
• Reviewing the policy when required.

Practice Principal

The Practice Principal has overall responsibility for the practice’s financial governance and oversight.

Equality and Patient Considerations

The practice will apply this procedure consistently and fairly.

Where a patient has a disability or other circumstance that may make the standard process difficult to access, the practice will consider whether a reasonable adjustment or alternative process is appropriate.

Any such consideration should be discussed with the Practice Manager.

Records

Records relating to refunds should be retained in accordance with the practice’s financial, data protection and record-retention procedures.

Refund records should include, where applicable:

• Patient name/account reference.
• Amount refunded.
• Reason for refund.
• Date authorised.
• Date processed.
• Method of refund.
• Authorising staff member.
• Confirmation of payment.

Review

This policy will be reviewed annually or sooner if:

• The practice’s financial procedures change.
• There is a significant incident involving cash or refunds.
• Relevant legislation or guidance changes.
• An audit identifies a need for improvement.