Complaints procedure

All our dental care providers and practice staff do their utmost to ensure you are completely satisfied. However, there may be times when you are dissatisfied. Below, you can read about the steps you can take if you are not satisfied.

Express your dissatisfaction in practice

Are you not completely satisfied with a treatment or our services? Don't keep it to yourself. Dissatisfaction often arises from miscommunication or differing expectations. We greatly appreciate it if you contact us first, so we have the opportunity to address your dissatisfaction and learn from it. We strive to resolve any complaints amicably within the practice, in the interest of both you and the treatment relationship. It's best to discuss your dissatisfaction with the dental care provider involved or schedule an appointment with the practice manager. In most cases, this leads to clarification and allows us to find a suitable solution together.

Submit a complaint to the Healthcare Complaints Desk*

If you are unable to reach a resolution with your practitioner and/or the practice manager, you can submit a request for mediation through the Healthcare Complaints Desk. More information is available on the website. Healthcare Complaints Desk

*Note! This applies to our salaried dental care providers. For our self-employed professionals
For practitioners, this may be a different organization. We are happy to advise you which one applies to your situation. Often:

• Dentists affiliated with the complaints procedure of the professional association KNMT
• Dental hygienists with the complaints procedure of the professional association NVM

After submitting your complaint, a complaints officer will handle it. They will not issue a judgment or decide on compensation, but will mediate between you and your dental care provider to find a suitable solution together.

Disputes Committee

If the complaint is not resolved with the assistance of a complaints officer, the matter can be submitted to a disputes committee. We are happy to advise you on which disputes committee is appropriate for your situation.

 Duration of mediation phase/complaint handling phase. 

• After submitting your complaint in writing to your dental care provider, they must commit to resolving your complaint within six weeks. During this period, mediation meetings can take place with a complaints officer, the healthcare provider, and you. As a result, you will receive a substantiated opinion from your dental care provider regarding your complaint. This opinion will outline your dental care provider's position, including the decisions made and the measures being taken in response to your complaint.
• This 6-week period may be extended by another 4 weeks. Your dental care provider will inform you of this, explaining the reason.

If you and the dental care provider reach an agreement, an extension is possible, for example, if a mediation process has been agreed upon, or if the healthcare provider needs more time to find a satisfactory solution. Most complaints are resolved successfully during this phase.