Complaints procedure
If you are unhappy with the treatment, the appointment or the bill — write to us. We will look into it and reply.
Where to write
Complaints and enquiries go to feedback@souldental.ee. It is a separate address, so letters do not get lost in the general inbox.
Describe what happened, when and with which dentist, and what you would like in return. Leave a phone number or e-mail: without a way to reach you we cannot check the circumstances or tell you the outcome.
How we handle it
- The enquiry is registered on the day it arrives.
- Whoever the case actually calls for is brought in: the clinic manager, the head dentist or a lawyer.
- Where needed we ask the dentist and the assistant for an explanation and review the medical records.
- If the case warrants it, we invite you to talk — in person or by phone.
We answer a written enquiry within 10 days. If the matter needs longer, we will say so and give you a date.
If our answer does not satisfy you
You are free to turn to independent bodies:
- Tervisekassa — info@tervisekassa.ee, +372 669 6630: questions about benefits and access to care.
- Terviseamet, the Health Board — info@terviseamet.ee, +372 794 3500: supervision of the quality of healthcare services.
- The healthcare quality expert committee at the Ministry of Social Affairs — info@sm.ee: assessment of the quality of the care given.
If treatment has caused harm
Where treatment has caused damage to health, the clinic's compulsory liability insurance applies. It has its own procedure and its own deadlines.