Excellence in Dentistry Ltd

Complaints procedure

What constitutes a complaint? 

At our dental practice, we take our work very seriously and we try our hardest to ensure that all communications with our patients are clear and well explained. All areas of our practice are carefully monitored to ensure we comply with current guidelines.

Despite every effort to ensure complete satisfaction for our patients, very occasionally we may not meet our customer’s expectations.

Should you experience a problem, which cannot be resolved at the time, you may wish to make a formal complaint.

We treat all complaints seriously and use them to identify any deficiencies in the practice in order to improve our systems and customer care.

What to do if I wish to make a formal complaint?

Please send any complaints, marked private and confidential, in writing to Dr. Andre Hedger at the following address:

26A Church Road,
Great Bookham,
KT23 3PW

What happens next?

A response will be sent to you within three working days. Your case will then be investigated and any issues discussed in depth with the relevant party, any other members of the team who may be involved will also be interviewed. In the event of a complaint being made about a Dentist or Hygienist they will inform their Medico-Legal indemnity organisation immediately. Here to shop christian louboutin for free shipping.

You will be informed of the results of the investigation and you will be invited to discuss possible solutions. A letter will be sent to you within 10 days outlining the results of the investigation.

Once we have all achieved agreement that the complaint has been properly investigated and resolved we will complete our records to show that the case has been closed.

If however you are not satisfied with our response you may contact:

Dental Complaints Service,

Stephenson House,

2 Cherry Orchard Road,

Croydon.  CR0 6BA


Tel:  08456 120540

email:  info@dentalcomplaints.org.uk

website:  www.dentalcomplaints.org.uk 


Our customers

See Video Testimonials
  • This is a unique dental practice. Andre is exceptionally kind, competent and thorough. From day 1, there has been complete transparency about the process (challenges/stages and prices). As a doctor suffering from TMJD, I’m so lucky to have been referred (whilst on
    read more

    Best Dave
  • Dear Andre and Everyone at the Practice, Thank you for always looking out for me and making me feel so comfortable when I come and see all of you for my appointments! I feel like trying this treatment was one of the best decisions I’ve ever made. Roll on 2017 for
    read more

  • Many thanks to Andre, Constance and all the team for being so kind and efficient when I pulled off the veneer on my front tooth. I am so grateful and cannot thank you all enough. Best Wishes
    read more

  • Dear Andre,Just a note to say many thanks to you and Constance for fixing my front veneer so quickly and perfectly. I really did appreciate your kindness and efficiency, especially coming in on a Friday and by Saturday lunchtime the tooth had been fixed.I wanted to writ
    read more

  • I have recently had an emergency crown replacement done with Constance. I wanted to pass on my thanks and appreciation for a job well done. Throughout she was professional, making me feel at ease and taking the time to ensure my comfort and understanding.
    read more

see all testimonials

A FULL range of treatments are listed in the 'Our Services' section of the navigation.
Please feel free to ask about these or other dental matters with any of our helpful staff.

26A Church Road, Bookham, Leatherhead, Surrey KT23 3PW: Tel 01372 457959

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