Complaints procedure
Not satisfied? Tell us.
Despite all our good intentions and our commitment to providing you with the best possible dental care, it may happen that you are not satisfied with something.
Perhaps you have questions about a treatment, something went differently than expected, or you had an unpleasant experience. We believe it is important that you discuss this with us.
We are happy to listen to your story, take your concerns seriously, and look for a suitable solution together with you.
1. Discuss your complaint with us
Do you have a complaint or are you dissatisfied with something? Please preferably discuss this first with your practitioner or contact our practice.
Often, by listening carefully to each other, we can clear up any misunderstandings and reach a solution together.
You can call us or send an email. If necessary, we can schedule a personal meeting.
071 – 80 80 809
info@leiden-tandarts.nl
3. Filing a formal complaint
Would you like to file your complaint formally? You can submit it to us in writing. Describe what happened, which treatment your complaint relates to, and what you would like to achieve.
According to the legal complaints procedure, you will in principle receive a written response within six weeks. If more time is needed, this period can be extended by a maximum of four weeks.
2. Independent complaints officer
If we cannot work it out together, or if you prefer not to discuss your complaint directly with us, you can receive support from an independent complaints officer free of charge.
They will help you articulate your complaint, listen to both parties, and guide the search for a solution.
4. Independent disputes body
If your complaint has not been resolved to your satisfaction after treatment or mediation, you can submit the dispute to the recognized disputes body to which our practice is affiliated.
They will assess the dispute independently and can issue a binding ruling.
Good to know
Your complaint will be handled carefully and confidentially.
Filing a complaint will not have any negative consequences for the way we treat you.
We use feedback to improve our care and service.
Do you have a suggestion or compliment instead of a complaint? We would love to hear that too.
Tell us what's on your mind
Do you have a question, comment, or complaint? Feel free to contact us. We would be happy to speak with you personally.
071 80 80 809
info@leiden-tandarts.nl