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 a NHS contract with a NHS Primary Care Trust and all treatments are provided on a private basis only.
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.
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.
Complete Smiles does not operate a credit account system and we require fees to be settled at the appointment where treatment is provided.
Where treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment where impressions are taken. Fees for certain treatments like Dental Implants and Invisalign® are taken in staged payments at each visit. Minimum deposit of 10% may also be required at the beginning of the treatment.
The fees or special offers displayed on any pages of our website are for guidance purposes and we reserve the rights to change them at any time. For updated prices you should call our reception team. The cost of the treatment may vary depending on the complexity of the case and suitability of the patient. The patient will be provided with a full written treatment plan on their consultation with the dentist.
Complete Smiles does not accept any payments by cheque.
All the fees applied for any form of Dental treatment at the clinic are based on; the materials used, laboratory costs incurred (if applicable), and the clinical time spent. The fees are, however, demonstrated as treatments prescribed on the treatment plan for your information.
We offer one Free consultation per patient with our general dentists for certain cosmetic treatments. A deposit of £50 is taken when booking the cosmetic consultation, which is refunded one week after the consultation visit as long as the patient attends the consultation visit and asks us for a refund afterwards. If the consultation visit is cancelled without 24 hour notice being given OR the patient does not attend the consultation visit OR the patient fails to ask us for a refund before 24hour, the deposit will not be refunded. We do not offer any free consultations for consultation with our dental specialists (e.g. Orthodontist, Periodontist, Endodontist, Prosthodontist or Oral Surgeon).
Late Cancellation or Missed Appointments:
Complete Smiles reserves the right to charge up to £50 per hour, in the event of a missed appointment or an appointment cancelled with less than 24-hour notice. For appointments longer than 1 hour, we require a notice of at least 48 hours.
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.
At Complete Smiles, our Lumineers, Ceramic Veneers, Ceramic crowns, Implant crowns, Dentures and Dental fillings are guaranteed for a period of twelve months following placement, provided that the following conditions are met:
- The patient has fully paid for the treatment and does not owe the practice any money for the treatment received.
- The Veneers, Lumineers, Crowns, Implant crowns, Dentures and Dental fillings have not been damaged as a result of an accident, trauma or excessive grinding.
- The patient has followed all post treatment maintenance recommendations made by our dentists.
- No treatment is guaranteed for more than 1 year.
Some treatments may have a guarantee of less than 1 year or have no guarantees, and in such cases you will be informed by your Dentist either verbally or in writing, or both.
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.
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.