Financial complaints policy

At Kreate Dental Group, we are committed to providing a high standard of care and customer service. If you are unhappy with any aspect of the finance process relating to your dental treatment, we want to hear from you so that we can investigate your concerns and work towards a resolution.

How to Make a Finance Complaint

If your complaint relates to finance arranged through Tabeo, you can contact us by:

Dartford Patients:

Telephone: 01322 862580
Email: dartfordcomplaints@kreatedental.co.uk
In Person: Speak to a member of our team at any of our practices.
By Post: 160 Main Road, Sutton At Hone, Dartford, DA4 9HP

Gravesend Patients:

Telephone: 01788 579886
Email: rugbycomplaints@kreatedental.co.uk
In Person: Speak to a member of our team at any of our practices.
By Post: 320 Hillmorton Road, Rugby, CV22 5BP

Rugby Patients:

Telephone: 01322 862580
Email: gravesendcomplaints@kreatedental.co.uk
In Person: Speak to a member of our team at any of our practices.
By Post: 25 Hunt Road, Northfleet, Gravesend, DA11 8JT

Please provide as much information as possible, including your name, contact details and a description of your concern. If you have a Tabeo finance agreement reference, please include this where possible.

What Happens Next?

Once we receive your complaint, we will:

• Acknowledge your complaint as soon as possible.
• Review the information you have provided.
• Investigate the matter where it relates to our service.
• Keep you informed of our progress.
• Work with Tabeo where appropriate to help resolve your concerns.

Complaints About Your Finance Agreement

Tabeo is the lender responsible for administering your finance agreement. If your complaint relates specifically to your loan or credit agreement, such as:

• Your finance application
• Loan approval
• Repayments
• Interest or charges
• Credit agreement terms
• Account administration

your complaint may need to be investigated directly by Tabeo.

Where appropriate, we will advise you how to contact Tabeo and will cooperate fully with any investigation they undertake.

Our Commitment

We are committed to treating every complaint fairly, professionally and without delay. Making a complaint will not affect the dental care you receive from us, and we will always aim to resolve concerns as quickly as possible.

If you require any additional support when making a complaint, or need information in an alternative format, please let a member of our team know and we will be happy to assist.