Not satisfied?

Complaints and feedback are always welcome here

We are open to feedback. Did something not go the way you had hoped? We would much rather solve it together with you.

At Tandarts West we take complaints seriously. We see a complaint as a chance to improve. Our aim is to resolve complaints as quickly and personally as possible. This procedure applies to every patient, including English-speaking and international patients.

Our approach

The complaints procedure in 3 steps

We follow a clear procedure so that your complaint is handled fairly and carefully.

1

A talk with your dentist

Request a talk with your practitioner. Explain your complaint and give us the chance to clarify or resolve it. You can also fill in a complaint form (name, date of birth, description of the complaint) or email info@tandarts-west.nl.

2

Dental Information Point (TIP)

Does the talk not lead to a solution? Then you can contact the TIP. This is an independent initiative of the KNMT that informs and supports patients in raising their dissatisfaction.

3

KNMT Complaints Service

Does the TIP not lead to a solution? Then you can file a formal complaint through the KNMT Complaints Service. A complaints officer contacts both parties to mediate.

Direct contact

Send in your complaint

Fill in the form or contact us directly.

Complaint form

Fields marked with * are required.

Direct contact

Phone

010 846 6539

Response time: We will contact you within 4 hours during opening hours to discuss your complaint (Mon to Thu 08:00 to 17:00, Fri 08:00 to 16:30).
Independent help

External organisations

If we cannot resolve it together, you can turn to these independent bodies.

KNMT

The Royal Dutch Dental Association (Koninklijke Nederlandse Maatschappij tot bevordering der Tandheelkunde). The professional body for dentists in the Netherlands.

Visit www.knmt.nl

Dental Information Point (TIP)

Independent information and support for patients. An initiative of the KNMT for accessible help with complaints.

Visit the TIP page

KNMT Complaints Service

Formal complaint mediation through the KNMT. A complaints officer contacts both parties to reach a solution.

More information via KNMT
Frequently asked questions

Frequently asked questions about the complaints procedure

The most common questions about complaints and disputes.

You file a complaint about a dentist in Rotterdam with Tandarts West by emailing your complaint to info@tandarts-west.nl or calling 010 846 6539. We get back to you within 4 hours during opening hours. We then discuss together what happened and how we can resolve it. If we do not reach a solution, you can use the independent KNMT complaints scheme that we are affiliated with. This procedure also applies to English-speaking and international patients.
The Royal Dutch Dental Association (Koninklijke Nederlandse Maatschappij tot bevordering der Tandheelkunde, KNMT) has a legally required complaints scheme that all KNMT dentists, including Tandarts West Rotterdam, are affiliated with. An independent complaints officer mediates between you and the practice. If needed, you can afterwards turn to the Disputes Committee for Oral Care (Geschilleninstantie Mondzorg). More information: knmt.nl/patient.
A complaints procedure with a dentist in Rotterdam usually takes 1 to 2 weeks for a direct resolution between you and Tandarts West. If you involve the KNMT complaints officer, it takes a maximum of 6 weeks under the legal time frame (the Dutch Quality, Complaints and Disputes in Healthcare Act, Wkkgz). If it goes to the Disputes Committee for Oral Care (Geschilleninstantie Mondzorg), that can take 3 to 6 months.
If you are not satisfied with our response or with the outcome from the complaints officer, you can bring your complaint before the Disputes Committee for Oral Care (Geschilleninstantie Mondzorg). Their ruling is binding. In serious cases you can also turn to the Health and Youth Care Inspectorate (Inspectie Gezondheidszorg en Jeugd, IGJ) or the Regional Disciplinary Court for Healthcare.
You can file an anonymous complaint about a dentist in Rotterdam, but then we cannot handle it in substance or offer a solution, because we do not know which treatment or staff member it concerns. We always advise you to share your name, so we can genuinely put things right for you. Your details are handled confidentially under the GDPR.
No. Filing a complaint with Tandarts West Rotterdam, involving the KNMT complaints officer and having your case handled by the Disputes Committee for Oral Care are free of charge for you. If needed, we can refer you to the Legal Services Counter (Juridisch Loket) for free legal advice.
Talk to your dentist first, an open conversation often resolves it. If you cannot work it out together, there is a complaints scheme, at Tandarts West in line with the KNMT. You are also always free to switch to another practice. See our complaints procedure in 3 steps on this page.