TERMS AND CONDITIONS
We are always pleased to assist our patients whenever we can. This document sets out our terms and conditions of service. If you have any queries or require clarification, please contact us and we will be happy to help.
TREATMENT ESTIMATES
Once your treatment plan has been agreed with the Dentist, we will provide you with details of your treatment plan.
If the plan changes as a result of radiographic or clinical findings, we will inform you and discuss any changes with you.
Treatment plans are valid for 90 days from the date on which the treatment was prescribed.
If there are any aspects of your treatment plan that you wish to discuss or query, please do not hesitate to ask us.
CONSENT FORMS
All treatments require the completion of a consent form. We will explain the treatment, aftercare and any risk to you thoroughly and ask that you sign the consent form prior to any treatment being carried out.
EMERGENCY APPOINTMENTS
Should you need to see a dentist urgently, please contact us as early as possible. Our phones are answered around the clock, and we will respond to a message left on our answer service as soon as possible. Please ensure that your contact details are clear.
PERSONAL DETAILS
It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is important you tell the dentist and give current information.
DATA PROTECTION AND PATIENT RECORDS
Personal information is processed in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025.
Clinical records, including clinical notes, radiographs and clinical photographs, may be created and maintained by the dental practice at which your treatment is provided. The relevant dental practice may act as a separate data controller in relation to patient registration, appointments, clinical records and treatment information.
Information collected directly through www.icmdentistry.co.uk and related communications is handled as described in our Privacy Notice.
Patients may have rights to access personal information held about them under applicable data protection law. Further information about your data protection rights and how to make a request is available in our Privacy Notice .
Please be aware that information provided through any part of this website, by telephone or in communications with anyone other than a dentist, does not constitute professional dental advice. Professional dental advice can only be provided following an appropriate clinical consultation and assessment by a dentist.
Treatment provided by Dr Italo Carpes Moraes is provided on a private basis only.
FEES
We do not operate a credit account system and require fees to be settled at the appointment at which treatment is provided.
Where treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment at which impressions or other relevant records are taken.
Fees for certain treatments, including Dental Implants and Invisalign, may be taken in staged payments at each visit.
Fees for treatment involving intravenous sedation must be settled before the appointment to avoid financial transactions or signatures being required while a patient is still under the influence of the sedative.
We reserve the right to request time-based deposits when booking future appointments. Deposits may be refundable or used towards the cost of treatment, subject to the Deposit Policy below.
We reserve the right to make an appropriate charge in connection with any debt passed to a debt collection agency.
Fees for dental treatment are based on factors including the materials used, laboratory costs incurred where applicable, and the clinical time required. Treatment fees will be set out in your treatment plan for your information.
LATE CANCELLATION OR MISSED APPOINTMENTS
If you need to cancel or change an appointment, please give us as much notice as possible.
We require a minimum of 48 hours' notice. Where less than 48 hours' notice is provided, a cancellation fee may be charged at the practice's discretion.
Appointments cancelled with less than 48 hours' notice may incur a cancellation fee of £30 for an appointment of up to one hour or £50 for an appointment of more than one hour.
Please be aware that if two consecutive appointments are cancelled without the required 48 hours' notice, or if a patient fails to attend two consecutive appointments without good reason, no further appointments may be offered without a holding deposit of £50.
DEPOSIT POLICY
You may change your appointment at no cost by contacting us more than two working days before your appointment.
You may cancel your appointment and receive a full refund of your deposit where cancellation is made more than two working days before the appointment.
If you cancel within two working days of your appointment, or do not attend your appointment, your deposit will be forfeited.
REFUNDS
Please allow up to 28 days for a treatment cost refund to be processed, calculated from the date on which a written refund request is received by the practice.
USE OF IMAGES AND X-RAYS
Clinical photographs, images and radiographs may be taken as part of your dental care and clinical records where appropriate.
Images or radiographs will only be used for marketing, promotional or educational purposes where there is an appropriate lawful basis and, where required, your specific consent has been obtained.
Where consent is sought for such use, you will be informed about how the images may be used. You may refuse consent for marketing or promotional use without this affecting your treatment.
Where consent is relied upon, you may withdraw that consent for future use, subject to applicable legal and practical limitations.
Further information about how personal information is handled is available in our Privacy Notice.
CODE OF PRACTICE FOR PATIENT COMPLAINTS
We take complaints very seriously and aim to ensure that all patients are pleased with their experience of our service.
When patients raise a complaint, we aim to deal with it courteously and promptly so that the matter can be resolved as quickly and fairly as possible.
Our aim is to respond to complaints in the way in which we would want a complaint about a service to be handled. We learn from complaints and concerns and aim to respond in a caring, constructive and sensitive manner.
1. The person responsible for dealing with complaints about the service provided by Dr Italo Carpes Moraes is Dr Italo Carpes Moraes, Dentist and Complaints Manager.
2. If a patient complains by telephone or in person, we will listen to their complaint and, where appropriate, arrange for it to be referred to the Dentist or Complaints Manager, depending on whether the complaint is of a clinical nature.
3. If the Complaints Manager or Dentist is not available at the time, the patient will be informed when they will be able to speak to the appropriate person and arrangements will be made for this to happen.
4. Brief details of the complaint may be taken so that they can be passed to the appropriate person. If this cannot be arranged within a reasonable period, or if the patient does not wish to wait to discuss the matter, appropriate arrangements will be made for the complaint to be dealt with.
5. If a patient complains in writing or by email, the complaint will be passed to the Complaints Manager as soon as possible.
6. If a complaint concerns any aspect of clinical care or associated charges, it will normally be referred to the treating dentist, unless the patient does not wish this to happen or there is another appropriate reason not to do so.
7. We will acknowledge the patient's complaint in writing and provide a copy of this Code of Practice as soon as possible, normally within three working days.
8. We will aim to investigate the complaint within ten working days of receipt and provide an explanation of the circumstances giving rise to the complaint.
Where appropriate, we may offer to discuss the matter with the patient in person or by telephone.
If we are unable to complete our investigation within ten working days, we will inform the patient of the reason for the delay and provide an indication of when the investigation is likely to be completed.
9. Following completion of our investigation, we will provide the patient with our decision and response in writing.
10. Proper and comprehensive records will be kept of complaints received and how they have been handled. Complaint records will be handled confidentially and in accordance with applicable data protection requirements.
11. If a patient is not satisfied with the outcome of our complaints procedure, they may seek assistance from the appropriate independent or regulatory organisation.
For complaints about private dental treatment or service, patients may contact:
Dental Complaints Service (DCS)
Fifty Paddington
50 Eastbourne Terrace
London W2 6LG
Telephone: 020 8253 0800
Email: [email protected]
The Dental Complaints Service provides an impartial resolution service for complaints concerning private dental treatment and services.
For serious concerns about a dental professional's fitness to practise, conduct, performance or patient safety, patients may contact:
General Dental Council (GDC)
Telephone: 020 7167 6000
The General Dental Council is the UK regulator for dental professionals. The GDC does not normally resolve individual complaints about treatment or provide refunds; its role includes investigating serious concerns where patient safety or public confidence in the dental profession may be at risk.
Further information about raising concerns and the appropriate complaints route is available through the General Dental Council.
DATA PROTECTION COMPLAINTS
The patient complaints procedure above relates to dental treatment and services.
If your concern relates specifically to how your personal information has been collected, used, stored, shared or protected, please refer to the Data Protection Complaints information in our Privacy Centre or our Privacy Notice.
Last updated: September 2026
Once your treatment plan has been agreed with the Dentist, we will provide you with details of your treatment plan.
If the plan changes as a result of radiographic or clinical findings, we will inform you and discuss any changes with you.
Treatment plans are valid for 90 days from the date on which the treatment was prescribed.
If there are any aspects of your treatment plan that you wish to discuss or query, please do not hesitate to ask us.
CONSENT FORMS
All treatments require the completion of a consent form. We will explain the treatment, aftercare and any risk to you thoroughly and ask that you sign the consent form prior to any treatment being carried out.
EMERGENCY APPOINTMENTS
Should you need to see a dentist urgently, please contact us as early as possible. Our phones are answered around the clock, and we will respond to a message left on our answer service as soon as possible. Please ensure that your contact details are clear.
PERSONAL DETAILS
It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is important you tell the dentist and give current information.
DATA PROTECTION AND PATIENT RECORDS
Personal information is processed in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025.
Clinical records, including clinical notes, radiographs and clinical photographs, may be created and maintained by the dental practice at which your treatment is provided. The relevant dental practice may act as a separate data controller in relation to patient registration, appointments, clinical records and treatment information.
Information collected directly through www.icmdentistry.co.uk and related communications is handled as described in our Privacy Notice.
Patients may have rights to access personal information held about them under applicable data protection law. Further information about your data protection rights and how to make a request is available in our Privacy Notice .
Please be aware that information provided through any part of this website, by telephone or in communications with anyone other than a dentist, does not constitute professional dental advice. Professional dental advice can only be provided following an appropriate clinical consultation and assessment by a dentist.
Treatment provided by Dr Italo Carpes Moraes is provided on a private basis only.
FEES
We do not operate a credit account system and require fees to be settled at the appointment at which treatment is provided.
Where treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment at which impressions or other relevant records are taken.
Fees for certain treatments, including Dental Implants and Invisalign, may be taken in staged payments at each visit.
Fees for treatment involving intravenous sedation must be settled before the appointment to avoid financial transactions or signatures being required while a patient is still under the influence of the sedative.
We reserve the right to request time-based deposits when booking future appointments. Deposits may be refundable or used towards the cost of treatment, subject to the Deposit Policy below.
We reserve the right to make an appropriate charge in connection with any debt passed to a debt collection agency.
Fees for dental treatment are based on factors including the materials used, laboratory costs incurred where applicable, and the clinical time required. Treatment fees will be set out in your treatment plan for your information.
LATE CANCELLATION OR MISSED APPOINTMENTS
If you need to cancel or change an appointment, please give us as much notice as possible.
We require a minimum of 48 hours' notice. Where less than 48 hours' notice is provided, a cancellation fee may be charged at the practice's discretion.
Appointments cancelled with less than 48 hours' notice may incur a cancellation fee of £30 for an appointment of up to one hour or £50 for an appointment of more than one hour.
Please be aware that if two consecutive appointments are cancelled without the required 48 hours' notice, or if a patient fails to attend two consecutive appointments without good reason, no further appointments may be offered without a holding deposit of £50.
DEPOSIT POLICY
You may change your appointment at no cost by contacting us more than two working days before your appointment.
You may cancel your appointment and receive a full refund of your deposit where cancellation is made more than two working days before the appointment.
If you cancel within two working days of your appointment, or do not attend your appointment, your deposit will be forfeited.
REFUNDS
Please allow up to 28 days for a treatment cost refund to be processed, calculated from the date on which a written refund request is received by the practice.
USE OF IMAGES AND X-RAYS
Clinical photographs, images and radiographs may be taken as part of your dental care and clinical records where appropriate.
Images or radiographs will only be used for marketing, promotional or educational purposes where there is an appropriate lawful basis and, where required, your specific consent has been obtained.
Where consent is sought for such use, you will be informed about how the images may be used. You may refuse consent for marketing or promotional use without this affecting your treatment.
Where consent is relied upon, you may withdraw that consent for future use, subject to applicable legal and practical limitations.
Further information about how personal information is handled is available in our Privacy Notice.
CODE OF PRACTICE FOR PATIENT COMPLAINTS
We take complaints very seriously and aim to ensure that all patients are pleased with their experience of our service.
When patients raise a complaint, we aim to deal with it courteously and promptly so that the matter can be resolved as quickly and fairly as possible.
Our aim is to respond to complaints in the way in which we would want a complaint about a service to be handled. We learn from complaints and concerns and aim to respond in a caring, constructive and sensitive manner.
1. The person responsible for dealing with complaints about the service provided by Dr Italo Carpes Moraes is Dr Italo Carpes Moraes, Dentist and Complaints Manager.
2. If a patient complains by telephone or in person, we will listen to their complaint and, where appropriate, arrange for it to be referred to the Dentist or Complaints Manager, depending on whether the complaint is of a clinical nature.
3. If the Complaints Manager or Dentist is not available at the time, the patient will be informed when they will be able to speak to the appropriate person and arrangements will be made for this to happen.
4. Brief details of the complaint may be taken so that they can be passed to the appropriate person. If this cannot be arranged within a reasonable period, or if the patient does not wish to wait to discuss the matter, appropriate arrangements will be made for the complaint to be dealt with.
5. If a patient complains in writing or by email, the complaint will be passed to the Complaints Manager as soon as possible.
6. If a complaint concerns any aspect of clinical care or associated charges, it will normally be referred to the treating dentist, unless the patient does not wish this to happen or there is another appropriate reason not to do so.
7. We will acknowledge the patient's complaint in writing and provide a copy of this Code of Practice as soon as possible, normally within three working days.
8. We will aim to investigate the complaint within ten working days of receipt and provide an explanation of the circumstances giving rise to the complaint.
Where appropriate, we may offer to discuss the matter with the patient in person or by telephone.
If we are unable to complete our investigation within ten working days, we will inform the patient of the reason for the delay and provide an indication of when the investigation is likely to be completed.
9. Following completion of our investigation, we will provide the patient with our decision and response in writing.
10. Proper and comprehensive records will be kept of complaints received and how they have been handled. Complaint records will be handled confidentially and in accordance with applicable data protection requirements.
11. If a patient is not satisfied with the outcome of our complaints procedure, they may seek assistance from the appropriate independent or regulatory organisation.
For complaints about private dental treatment or service, patients may contact:
Dental Complaints Service (DCS)
Fifty Paddington
50 Eastbourne Terrace
London W2 6LG
Telephone: 020 8253 0800
Email: [email protected]
The Dental Complaints Service provides an impartial resolution service for complaints concerning private dental treatment and services.
For serious concerns about a dental professional's fitness to practise, conduct, performance or patient safety, patients may contact:
General Dental Council (GDC)
Telephone: 020 7167 6000
The General Dental Council is the UK regulator for dental professionals. The GDC does not normally resolve individual complaints about treatment or provide refunds; its role includes investigating serious concerns where patient safety or public confidence in the dental profession may be at risk.
Further information about raising concerns and the appropriate complaints route is available through the General Dental Council.
DATA PROTECTION COMPLAINTS
The patient complaints procedure above relates to dental treatment and services.
If your concern relates specifically to how your personal information has been collected, used, stored, shared or protected, please refer to the Data Protection Complaints information in our Privacy Centre or our Privacy Notice.
Last updated: September 2026
|
|
|
YOUR EXPERIENCE IS OUR PRIORITY
In life, as in friendships, we understand that sometimes it just does not connect. So, after your first visit, if you feel that we are not “the right dentist for you”, we are happy to refund 50% of the examination fee as an act of goodwill. We believe that all our patients ought to come happily and spontaneously to share part of their lives with us, leaving positively transformed and impacted by this interaction.
|
DR ITALO CARPES MORAES
|
