• pin 2, Consort Way East
  • Horley, Surrey
  • RH6 7AU

POPULAR TREATMENTS

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General Dentistry

Cosmetic Dentistry Cosmetic Dentistry

Cosmetic Dentistry

Dental Implants Dental Implants

Dental Implants

Facial Aesthetics Facial Aesthetics

Facial Aesthetics

icon2-green-cosmetic-dentistry icon22-lion-cosmetic-dentistry

General Dentistry

Cosmetic Dentistry Cosmetic Dentistry

Cosmetic Dentistry

Dental Implants Dental Implants

Dental Implants

Facial Aesthetics Facial Aesthetics

Facial Aesthetics

Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Darshak Amin, Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Darshak Amin.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Get in touch

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ReVIEWS

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“Dr Paras and Charlie were an amazing team dealing with my emergency appointment. Throughout the process they made me feel calm . Dr Paras is…”

Adana A

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“Highly recommend Dentistree, all the staff are very friendly and go above and beyond to help. I saw Paras who is actually a new dentist…”

Clare E

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“Reception team are kind and supportive, Rajan my dentist is very professional and thoughtful. I have a lot of nerves with dentistry and they have…”

Debbie A

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“I visited Dentistree Horley Branch after a fall and a broken front tooth. I was extremely upset and from the minute I made the phone…”

Tina P

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“Amazing dentist surgery!! Extremely happy with our experience at Dentistree, my teenage daughter has high anxiety when it comes to anything dental, Dr Ruple was…”

Jeff P

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“Outstanding service from the moment I arrived , friendly & helpful reception staff, Natalie was incredibly helpful not only on the day but prior to…”

Graham D

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“I've been with this practice since my children were young. They are all now at University! They were great with the children and I've experienced…”

Lynn J

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“Simply faultless service. Couldn't have been more efficient. Immaculate, clean and relaxing environment. Welcomed by the lovely Michele at the front desk, who couldn't have…”

Michael C

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“I needed an emergency appointment for my mom, and Dentistree was able to schedule it the same day. The service was quick and excellent. The…”

Jeya G

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“I have been visiting Dentistree in Horley for around 6 years and have always found all the staff very friendly. The dentists have been brilliant…”

Sarah F

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“I've been a patient here for almost 10 years and would never go anywhere else, from the warm welcome at reception when you walk into…”

Dawn G

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“Best experience I've ever had at a dentist. I'd especially recommend Sara the hygienist, she is exceptionally kind and helpful.”

Megan

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“Very helpful friendly staff Receptionist has been working at Denistry for many years and is always so pleasant Dentist and hygienist have been so professional…”

Jan A S

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“I can’t praise the team high enough. They are fantastic with patients like me who are nervous and outstanding with my 87 year old mother…”

Carol S

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“I cannot rate the staff here highly enough. They are so patient with my son, letting him hold the tools and help with examinations. They…”

Leanne D

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“From the first phone call to ask for help with an infection to walking out of the property these people and company were first class.…”

Alan D

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“Dentistree have been amazing from the start of my treatment right the way through, Rajan and the girls on reception have always made me feel…”

Rebecca M

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“I and my family have been going to Dentistree in Horley for 10 years + I was a very nervous patient when I began going…”

Anita P

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“I had fantastic experience with Ruple and her team, you’re in great hands and come out with some great results.”

Matthew W

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“Always lovely to deal with right from the reception desk to the dentist. The ladies at the desk are really helpful and Ruple the dentist…”

Paul B

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“A trip to the dentist is not usually what you'd describe as enjoyable, but Denistree has managed to take the fear out of it for…”

Simon G

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“I have been seeing Ruple for over 10 years - first arriving at her surgery as an extremely nervous and anxious patient. I cannot thank…”

Elizabeth D

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“This is a really great family practice that strives for the well possible dentistry and gives you all the choices that you need to make…”

Maria Townsend Poole

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“My partner had a dental emergency today and after many sleepless nights and 3 previous appointments to be given antibiotics and sent on our way…”

Jade H

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“I would recommend this dentist to anyone! I had a massive fear of the dentist due to bad treatment and the pain I went through.…”

Chelsea-Marie B

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“Wasn’t a patient until today had been to several dentist for a exposed wisdom tooth nerve and was left no better off I called Dentistree…”

Kieron O

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“I would highly recommend Dentistree not only are the staff pleasant and caring they are highly professional in taking the time and trouble to clearly…”

Clive G

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“I had lost all faith in dentists until I went into this dental practice. From the moment you walk in, you feel welcomed and put…”

Robert M

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“Can’t recommend highly enough Dr Rajan & his assistant Karen, I’m super anxious at the dentist at they put you at ease straight away, very…”

C Hamblin

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“Can highly recommend Dentistree in Horley, as a very nervous patient, I get really well looked after. The reception staff are so lovely and very…”

Sarah K

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“Having had issues with my teeth for a while, I finally plucked up the courage to get seen, and I’m so glad I did. The…”

Graham M

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“Had a truly wonderful first visit to Dentistree! The reception team were warm and welcoming, and I was seen straight away. My dentist and hygienist…”

Mathilde R B

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“Munim Habib is a very talented dentist. Two or three years ago he saved one of my teeth by careful time-consuming work. And today he…”

Neil M

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“After having a bad experience at my old dentist in Heathfield I waited over a year after moving to Reigate before looking into finding a…”

Tracy E-N

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“Everyone @ Dentistree in Horley are kind, caring and exceptionally good at what they do, I would highly recommend them”

Kerry S

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“This is a great Dentist to be registered with. I use to get really uptight before going to a dentist, but not anymore since I…”

Glenda M

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“I used to be petrified of dentist but the team at Dentistree have changed that. They are kind and professional. Best dentist ever.”

Allan C

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“Excellent care and service from the reception team through to the dentist. I had a one off emergency appointment, the receptionist went out of her…”

Kat

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“Absolutely great result with my Invisalign and composite bonding done by Darshak with help from Maya! Definitely worth investing in, fully recommend for everyone thinking…”

Hayden S

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“I have used Dentistree over the last 15 years and can genuinely recommend them as brilliant. Every time i have been they have made me…”

Alexis F

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“Super helpful receptionist both on the phone and in person. They did a great booking me in at short notice for multiple appointments. Excellent and…”

Simon B

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“My dentist is so professional, caring and a kind lady with a lot of experience. My experience here has always been a relaxed and positive…”

Samantha H

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  • pin 2, Consort Way East
  • Horley, Surrey
  • RH6 7AU
Google Rating
4.8
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