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Complaints Procedure | Dentist in Sevenoaks | Family & Private Dental Care - Halo Dental

Complaints Procedure

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Complaints Procedure

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. We aim 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.

The person responsible for dealing with any complaint about the service which we provide is Dr Manraj Rai, Complaints Lead.
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 Complaints Lead immediately. If the Complaints Lead is not available at the time, then the patient will be informed when they will be able to talk to the Complaints Lead, 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 Complaints Lead. 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.
If the patient complains in writing or by email, it will be passed on immediately to the Complaints Lead, Dr Manraj Rai.
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.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
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.
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, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

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

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Treatments

Terms

5.0

Halo Dental

5.0

Madeline Westcott

13:59 29 Jun 26

I had an excellent experience at Halo Dental. The team was welcoming and friendly from the moment I arrived. Dr. Mani took the time to explain every step of my treatment, answered all my questions, and made me feel completely at ease so far it’s been a 10/10 experience !

Ben Wood

09:13 23 Jun 26

I recently visited Halo Dental and had an outstanding experience from start to finish. The moment I walked in, the team gave me a warm and genuine welcome that immediately put me at ease. Everyone was incredibly friendly and made me feel like a valued patient rather than just another appointment.The clinic itself is spotless—impeccably clean and modern, which is exactly what you want in a dental practice. You can tell they take pride in maintaining a hygienic and comfortable environment.Special shoutout to Mani, who was enthusiastic, professional, and genuinely passionate about what he does. His positive energy and clear explanations made the entire visit smooth and stress-free. He really went above and beyond to make sure I felt comfortable and informed.I highly recommend Halo Dentistry to anyone looking for high-quality dental care in a welcoming, friendly, and clean setting.

Julianna Jessica (JSL)

11:27 19 Jun 26

The staff was friendly and welcoming, and Dr. Mani Rai was professional and reassuring throughout my appointment. Great service and a lovely experience overall. Highly recommend!

mitchyp901

09:01 25 Feb 26

Went to Halo for an emergency appointment with severe tooth pain, Dr Mani and George were both brilliant from the second I set foot in the building. I’m generally terrified of the dentist having had some back experiences over the years but they both made me feel at ease and relaxed and explained everything clearly, will no doubt be using them for all my work going forward even with Dr Manis questionable singing abilities!

PanoramaTom

18:11 16 Feb 26

I had an excellent experience at Halo Dental in Sevenoaks!I contacted them at very short notice after chipping my front tooth, and they were incredibly accommodating, fitting me in quickly. The dentist was friendly, professional, and explained everything clearly before starting. They carried out a composite bonding treatment, and the result is absolutely brilliant you honestly can’t tell which tooth was chipped! The colour match and shape are perfect, and my smile looks completely natural again. The whole visit was relaxed and reassuring from start to finish. I’m so impressed by both their skill and their customer care. I wouldn’t hesitate to recommend Halo Dental to anyone needing cosmetic, restorative or any kind of dental work.

Kara-Leigh Johnson

21:17 14 Feb 26

My partner needed an emergency appointment for a tooth extraction. We are from Canterbury and drove to Sevenoaks!The team at Halo were very helpful and accommodating.He rang this morning and got an appointment for the afternoon! We arrived and the dentist office was very nice. Dr Nermin greeted us at reception and was very friendly and profession and welcoming.He was x-rayed straight away and then seen writhin 10 mins of arriving. 2 successful extractions and a course of antibiotics with no problems or fuss!Dr Mani and his assistant George were great, made everything clear and talked us through every step. Aftercare was brilliant too!Great service all round. Will definitely be back!

Tarryn McLeod

15:06 10 Feb 26

A lovely dental practice with a professional and welcoming feel. Dr Hayek has treated me with great care and attention to detail, explaining everything clearly and answering any questions I’ve had. Berni is super friendly and has been good with staying in contact, making the whole experience run smoothly. Both ladies are absolutely amazing and a credit to the team.

Raj Kang

14:04 26 Jan 26

Had a great experience at Halo. The team were so caring and took the time to explain everything clearly, which made me feel completely at ease. It’s lovely to be treated in such a beautiful, welcoming environment by people you can genuinely trust.

Lewis Giddins

16:04 25 Jan 26

Visited Halo Dental Sevenoaks for a composite bonding consultation and had a fantastic experience. All the staff were friendly and made sure to go through everything thoroughly with me. Would highly recommend!

Charlotte Capon

18:26 24 Jan 26

From the moment I arrived, the staff were incredibly friendly and welcoming, which instantly put me at ease.Everything was explained clearly and thoroughly, so I always knew what was happening, and best of all, the treatment didn’t hurt at all. The team were professional, kind, and genuinely reassuring during what could have been a stressful visit.I’m so grateful for the excellent care and would highly recommend Halo to anyone needing emergency dental treatment or ongoing care.

Michelle Mills

20:55 21 Jan 26

I came here for an emergency appointment to have a tooth extracted and was really impressed with the service. Mani, the dentist was great and explained everything clearly. The staff are all lovely and friendly and if I lived closer I'd be back for regular appointments

Aiden Lewis

23:15 18 Jan 26

I have been with Dr Mani for a few months now and the difference in my smile from when I first met him to now is amazing. I’m more confident and proud of my teeth than I ever have been and strongly believe this is all down to Mani’s hard work. Highly recommend, one of the best out there!

Dunya Simões

18:52 14 Jan 26

I highly recommend Halo Dental. I took a stab in the dark with the new clinic in town and booked myself a check-up and hygiene clean. I’m glad I did!Dr. Mani not only performed a thorough clean and left me with a set of pearly whites, but he also spent extensive time and care in examining my teeth, answering all questions and eliminating any concerns. He went above and beyond in referring me to a hospital too for a potential issue. Frankly, it was the most attentive dentist visit I’ve had to date.Their website states they offer a ‘bespoke, first-class experience’ and they have certainly lived up to their standard.

Natasha Jarrett

17:02 23 Dec 25

I’ve been visiting Dr Mani for a few months now. Couldn’t ask for a better dentist and clinic to visit. I’m currently on a journey with my teeth and every visit i am happier. The clinic is clean, professional and smells amazing. The team are so welcoming and friendly.

Molly Styles

10:09 19 Dec 25

I’ve been a patient of Mani’s for about 3–4 years, and I honestly couldn’t recommend him more. He handled my Invisalign treatment and bonding with incredible care and attention to detail, and the results have been amazing. Mani always takes the time to explain everything clearly and makes you feel completely comfortable and confident in the process. When he recently opened his own dental practice, there was no question that I would follow him there. The same high standard of care continues, and it’s clear how much pride he takes in his work. If you’re looking for a dentist who is skilled, trustworthy, and genuinely cares about his patients, Mani is the one.

Vaishali Ghai

18:24 13 Dec 25

I had composite bonding and a filling done from Dr. Mani and I’m genuinely so happy with the results. He explained everything clearly, made sure I was comfortable throughout, and the whole process felt very calm and professional. The bonding looks really natural and the filling was quick and painless. Highly recommended!

Lidka Saly

16:28 08 Dec 25

Don’t usually leave review but I must say the team at halo dental were very accommodating and made me feel relaxed.

Armenita Duraku

15:18 05 Dec 25

Absolutely love the vibes at Halo! Wonderful and friendly team - felt so calm and relaxed throughout the whole experience- cannot wait to go back !

Alex M

13:13 05 Dec 25

Had an amazing experience here! Would highly recommend to everyone! Can't wait for my next visit!

Jack Hampson

20:47 02 Dec 25

Dr Mani is amazing! Id had problems with a previous composite bonding with a different dentist. Dr Mani made sure that my tooth was fixed properly and took extra time and attention to detail to make it look exactly like my actual tooth. Would definitely recommend using Dr Mani!