Terms & Conditions
Our Terms & Conditions
We are always pleased to assist our clients whenever we can. This document gives details of our terms and conditions of service. If, however, you have any queries or need clarification, please contact us and a member of staff will be happy to help you.
Please be aware that any information provided through any part of our website (examples: forum, blog, news, main site, live chat, phone, email, Facebook, Twitter, …) is for guidance & informational purposes only and does not constitute professional advice. No professional advice can be given without a clinical consultation with a registered dentist. For professional dental advice, we strongly recommend that you see a dentist for consultation. Complete Smiles does not have an NHS contract with an NHS Primary Care Trust and all treatments are provided on a private basis only.
Treatment Planning
Once your treatment plan has been agreed with the Dentist, we will provide printed details of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for net 60 days from the date the treatment was prescribed. If there are any points on your treatment plan that you wish to query, please do not hesitate to ask us, before the appointments for actual treatments are made.
Consent Forms
Certain treatments require completion of a written consent form. This is in order to explain the treatment, aftercare and any risk to you thoroughly, before any of these treatments are carried out.
Fees
Complete Smiles does not operate a credit account facility. Unless otherwise agreed in writing, payment is due at the appointment during which treatment is provided. All patients will receive a personalised written treatment plan setting out the proposed treatment, associated fees and payment schedule before treatment commences. Laboratory-Based Treatments For treatments requiring laboratory work (including crowns, bridges, veneers, dentures and similar restorations), 50% of the treatment fee is payable when impressions or digital scans are taken, as this is the point at which laboratory work is commissioned. Once laboratory work has commenced, laboratory costs already incurred on your behalf may not be refundable. Invisalign® Invisalign® treatment is paid in stages as detailed within your personalised treatment plan. Once your ClinCheck® has been approved and your aligners have been ordered, any refund will be subject to the costs already incurred, including laboratory and manufacturer charges. Dental Implants and Full Arch Implant Rehabilitation Dental implant treatment, including single dental implants, implant bridges, All-on-4®, All-on-6® and other full arch implant rehabilitation, is provided under an agreed staged payment schedule, which will be clearly explained within your personalised treatment plan. Due to the significant clinical planning, laboratory work, bespoke implant components, temporary restorations and dedicated surgical resources required for these treatments, Complete Smiles may require an advance payment of up to 50% of the treatment fee or payment in full through an approved finance provider before the surgical stage of treatment commences. This payment enables the practice to reserve dedicated clinical time and procure the custom materials, implant components, temporary restorations and laboratory work specifically required for your treatment. Where treatment has commenced or costs have been incurred on your behalf, including laboratory fees, bespoke components, temporary restorations or other third-party costs, any refund will be subject to the costs already incurred and the terms of your personalised treatment agreement. Guide Prices Prices and promotional offers displayed on our website are provided as a guide only and may change without notice. The final cost of treatment will depend upon your individual clinical needs, the complexity of your treatment and your suitability following clinical examination. A personalised written treatment plan and quotation will always be provided before treatment commences. Complete Smiles does not accept payment by cheque.
Free Consultations
Complete Smiles is pleased to offer a complimentary consultation for selected treatments with our general dentists. To reserve your appointment, we require a fully refundable booking deposit of £50. This deposit secures your appointment and helps reduce missed appointments, allowing us to offer appointment availability fairly to all patients. The £50 deposit will be refunded in full following your attendance at the consultation, provided no cancellation or non-attendance fees apply. If you need to cancel or rearrange your appointment, we kindly ask that you provide at least 24 hours' notice. Please note that complimentary consultations are only available for selected treatments with our general dentists. Consultations with specialist clinicians, including Orthodontists, Periodontists, Endodontists, Prosthodontists and Oral Surgeons, are chargeable unless otherwise stated.
Late Cancellation or Missed Appointments
At Complete Smiles, we understand that unforeseen circumstances can arise. If you need to cancel or rearrange your appointment, we kindly ask that you provide as much notice as possible. For routine appointments cancelled with less than 24 hours' notice, or for patients who fail to attend without prior notice, Complete Smiles reserves the right to charge a cancellation fee of up to £50. Appointments lasting longer than one hour require a minimum of 48 hours' notice. Surgical Procedures (Including Dental Implants) Certain appointments, including but not limited to single dental implant surgery, multiple implant surgery, All-on-4®, All-on-6®, bone grafting, sinus lift procedures and other surgical treatment stages, require substantial clinical preparation and the reservation of dedicated surgery time. These appointments involve: - Reserved operating time with one or more specialist clinicians. - Dedicated dental nursing and clinical support staff. - Preparation and allocation of bespoke surgical equipment and sterile instrument sets. - Reserved implant components and surgical materials. - Clinical planning and laboratory coordination where applicable. - Appointment time that cannot usually be offered to another patient at short notice. Where one of these surgical appointments is cancelled without the required notice or the patient fails to attend, Complete Smiles reserves the right to charge a cancellation fee of up to 50% of the value of the scheduled treatment stage. This charge reflects the reasonable costs incurred by the practice and the clinical resources reserved exclusively for your treatment. It is not intended to operate as a penalty, but to recover losses resulting from late cancellations or non-attendance. Where possible, and at the discretion of the practice, we will always seek to minimise any cancellation charge if the appointment can be reallocated to another patient. Patients experiencing exceptional or unforeseen circumstances are encouraged to contact the practice as soon as possible. Cancellation fees may be reviewed on a case-by-case basis where appropriate.
Late for Appointments
We understand that some patients travel long distances to get to the clinic, and in some cases being late for appointments can be unavoidable. If you are more than 10 minutes, please be aware that you may be asked to reschedule your appointment.
Guarantee
At Complete Smiles, we are committed to providing high-quality dental care using premium materials, evidence-based techniques and high clinical standards. Subject to the conditions below, we provide a guarantee on selected treatments. Conditions of the Treatment Guarantee 1. Payment The treatment has been paid for in full and there is no outstanding balance relating to the treatment provided. 2. Care of the Restoration The restoration (including veneers, ceramic restorations, crowns, implant-supported restorations, dentures, fillings and other applicable treatments) has not been damaged as a result of accident, trauma, neglect, misuse, smoking-related complications, excessive grinding or clenching (bruxism), failure to wear any recommended protective appliance (such as a night guard), or failure to follow professional advice. 3. Oral Hygiene The patient has maintained a satisfactory standard of oral hygiene and has complied with all post-treatment instructions and recommendations provided by their clinician. 4. Review Appointments The patient has attended all clinically recommended review appointments and has sought professional advice promptly if any concerns arise regarding the treatment. 5. Dental Implant & Full Arch Maintenance For single dental implants, implant-supported bridges, All-on-4®, All-on-6® and other implant-supported full arch rehabilitations, the treatment guarantee is conditional upon the patient attending professional implant maintenance appointments at least every six (6) months, or more frequently where clinically recommended. Maintenance appointments may be carried out at Complete Smiles or another suitably qualified dental professional, provided appropriate records can be supplied if requested. These maintenance appointments are essential to assess the health of the implants, surrounding gums, supporting bone, prosthesis and oral hygiene, and to identify any issues at an early stage. Failure to attend the recommended maintenance programme may invalidate the treatment guarantee. 6. Guarantee Period The guarantee period varies depending on the type of treatment provided. The applicable guarantee period will be explained before treatment commences and confirmed within your treatment records or treatment plan where appropriate. Important Information No dental treatment can be guaranteed indefinitely. The long-term success of any dental restoration or implant treatment depends upon many factors, including oral hygiene, regular professional maintenance, general health, smoking status, compliance with professional advice and normal wear over time. This guarantee does not affect your statutory rights under applicable UK consumer legislation.
Personal Details
It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is very important for you to tell your Dentist. It is the patient's responsibility to inform the clinic of any changes in either personal details and/or their medical history.
Use of Images and X-rays
Complete Smiles may use images and x-rays of your smile and teeth only, for marketing and educational purposes on the Complete Smiles website, and on promotional and educational literature. Your name will never be published, and your identity will never be disclosed. However, if you DO NOT wish for us to use your images and x-rays in this way, please let us know.
Use of Patient Contact Details
At Complete Smiles, the health of our patients is our highest priority, and we also like to keep our patients informed of various important changes at the clinic and of our latest special offers. We like to remind our patients of their appointments, when they are due for appointments, and other various important reminders. On this note, you may be periodically contacted by the clinic via phone, text, email or by letter in the post. If you DO NOT wish to be contacted by the clinic by any or all of these means, please let us know.
Complaint Policy
At Complete Smiles, we always take complaints about any aspects of our services very seriously, in order to ensure that every patient has only the very best experience at all times. Complaints can be made in writing by filling out a simple complaints form available from reception, or via email through our online website contact form, by the patient or by an authorized person on the patient's behalf. Complaints should be made to the 'Complete Smiles Management', and should be clear, so that they can be dealt with efficiently. Every complaint will receive immediate written/email acknowledgement, and the Management will strive to resolve the complaint within a quick, reasonable period of time (usually about 2 weeks). For our full complaints procedure and policy, please ask a member of our reception team. If a complaint is about any aspect of clinical care or associated charges it will normally be acknowledged by the Management team and then referred to the treating Dentist. Please note that in these cases, Complete Smiles accepts no liability on behalf of the treating Dentist and acts as a liaison between the patient and the treating Dentist, only. If you are unsatisfied with our internal handling of your complaint, you are free to forward your complaint to the Dental Complaints Service (www.dentalcomplaints.org.uk).
No Tolerance of Abuse Policy
At Complete Smiles we operate a zero-tolerance policy to abuse our Dentists and staff, loud/disorderly/drunken behaviour, persistent missing and late cancellation of appointments (after multiple warnings). In these situations, Complete Smiles reserves the right to refuse treatment and admission.
Data Protection Act
We store all patient personal details on a secure computer system in accordance with the Data Protection Act. All clinical notes, digital radiographs, digital photographs etc. remain the property of Complete Smiles. Copies of notes, radiographs and photographs can be made available on request, and Complete Smiles reserves the right to charge an administration fee for these. A form will be provided at the reception or via email in order to release the information. The form has to be filled & signed by the Patient along with any Photo ID of the Patient.
For further information, please email info@completesmiles.com.