Complaints procedure Dental care

What to do if you are not satisfied?  

Most clients are satisfied with their dentist, practitioner or specialist. Nevertheless, it may happen that you feel that you have been treated incorrectly or carelessly.
It is important that you do something with that dissatisfaction. DentalZorg is happy to help you resolve your complaint. 

DentalZorg offers you various options to make your complaint known: 

• Directly, on site to the specialist or employee concerned, if necessary in the presence of a department head. 

• Via the complaint form on our website. 

• In writing by email. 

• In writing by letter. 

Communication regarding complaints and their handling 

• Most complaints are based on a communication disorder or incomplete information provision and can be resolved quickly and on the spot. It is therefore advisable to first give the relevant practitioner the opportunity to handle your complaint. 

• If you cannot resolve the matter together, you should always submit your complaint in writing.
  You will receive a confirmation of receipt from our complaints officer within 3 working days. 

• We will inform you about the progress and procedure of your complaint within 21 working days. 

Complaints Officer 

Our complaints officer contributes to optimizing the work processes surrounding the complaints procedure. The complaints officer is also responsible for monitoring the progress of the handling of the submitted complaints. Our officer ensures that the submitted complaints, depending on their nature, reach the relevant practitioner. The complaints officer can also act independently between you and the relevant practitioner in order to arrive at a solution that is acceptable to both parties.

Next steps
If you cannot resolve the matter together, a procedure will follow in which you must submit the complaint in writing. A complaints committee will then handle your complaint. Ask for a copy of our complaints regulations. DentalZorg uses the complaints procedure in accordance with the guidelines of the KNMT.
You can also obtain advice and information from the Dental Information Point. The TIP was established by the professional organization of your dentist, the Dutch Society for the Promotion of Dentistry (KNMT). The handling differs per situation. The TIP employee can advise you further. You can request more information about the complaints procedure from the KNMT. This can be done in writing via the online form: https://knmttandartsen.wufoo.com/forms/z66kwcl1l1iq03/ . 

You can send your complaint to: Dental Care Client Service  

PO Box 37100 

1030 AC Amsterdam