Neo Orthodontics Ltd Avis 

Awful customer care. Takes forever for them to answer the phones. I’ve waited 30-40 minutes to get through and this has happened repeatedly over several times when I’ve rang. They say they are experiencing a busy time but really they just need to employ more staff to answer phones.

My son had his brace fitted in August 2025 at Newcastle Quayside branch.

At his first follow up appontment 2 bands on the brackets had snapped, and he was told it must have been his fault for chewing gum. He has not chewed gum since getting the brace. When they tried to use the same colour bands to hold the new brace wire in place they found they snapped as they were put on...appeared to be a weakness in the bands. No apology to my son.

His original orthodontist then told us he was leaving and the practice would let me know when another was recruited to take on my son's care. No one contacted us. I raised a complaint and got an appointment. When we arrived for the appointment we were told the practice was running an hour behind. We couldn't wait so left.

When we finally got another appintment over a month later, my son had gone 5 months without being seen. The orthodontist nearly refused to treat him after he jumped when she clipped ane cut his lip with a tool. He then got scolded because his brace wire was bent and again was told it must have been his fault for eating too many hard sweets. When I questioned if the lenth of time between appointments could be part of the reason the wire was bent, I was told that was not possible and it must be my son's fault. Since then I have been told that orthodontist has also left.

It's 11 weeks since his last appointment. I have no idea when he will be seen again. All communication says to only contact the branch about emergency appointments. They cannot book routine appointments. He has another broken band. I am chasing to see if he needs it fixed. I will be interested to see if he is once again told it is his fault

I am at the stage where I question the point of the treatment. There is no consistency of care. I don't see how the brace can continue to improve his teeth and bite with no checks or adjustments. My son just wants the brace off. I will be asking for that when I finally get an appointment.

Appalling service at Neo Orthodontics, Quayside, Newcastle. Based on the treatment — or lack of it — my daughter has received, I would strongly advise others to avoid this practice.
Appointments are booked months apart, only to be cancelled, often at the last minute. We have repeatedly been told that orthodontists have left, leaving no one available to continue treatment or even rebook appointments. Communication has been extremely poor, with vague promises that “someone will contact you” — which can mean waiting months with no update at all.
There has been no clear plan, no timeframe for treatment, and no alternative arrangements offered. The complete lack of care and accountability has been incredibly frustrating.
My daughter has now had a broken brace for some time, has been wearing braces for nearly a year, and has only been seen three times in total. At this point, there seems little purpose in having braces fitted if there is no proper monitoring or maintenance.
We are once again left waiting after another appointment was cancelled, supposedly until a new orthodontist arrives and schedules can be reorganised. This level of service is unacceptable.
If I could give less than one star, I would. I would strongly discourage anyone from using NEO Quayside.

Originally I would have given lower stars for the lack of patient follow up care. And the attitude of some of the staff. However my daughter was seen by Konstantia. And what a lovely lady she is. She put my daughter at ease, correct her treatment plan. And gave a fabulous service. She is a credit to neo.

Appalling service at the newcastle branch.Went for an appointment and was told they were terminating son’s treatment and taking his brace off. Felt bullied and hurried. So many breakages. So many times couldn’t get an appointment. Son left with broken braces cutting his mouth many times in the year of treatment .Rude staff . Wrong appointment times again and again. Arrogant practise only cares about making money. Avoid at all costs

Now known as portman I had fantastic treatment here by stephanie and the team. Always on time and kept us informed throughout. Exceptional service from start to finish

My daughter had braces fitted but for nearly six months there was no check up during which time her teeth deteriorated. The braces were then taken off and the orthodontist suggested we see a dentist but without saying it was an urgent issue. When we did see our dentist we were told our daughter had major and serious decay requiring significant specialist care.

Friendly, efficient service. Attention to detail and great results. My daughter’s confidence has soared!

Great service, friendly staff.

The staff were all very friendly. Very helpful aswell. The team done a great job with my son's teeth. Thankyou all so much

The team are amazing. The quality of care and attention to detail are superb. Highly recommended. Many, many thanks

All of the staff are very friendly and polite and I love my new teeth. Very impressed and can highly recommend

Great results for my daughter but a little frustrated that even though she was a private patient the Orthodontist only ever worked on Thursday.
Otherwise all was positive and hardly any waiting list.

Excellent practice. Very high standards. Teeth perfectly straight

Amazing staff, very tentative and great with my son.

Great service. Treatment was superb and my son is very pleased with how his teeth now look.

Explaining treatment thoroughly. Treating youngsters with respect. Extremely thorough with results they require. I found each member of staff held themselves to a high professional standard I will and would recommend Mike and his team at lewes

My son has had three years of treatment and had his braces removed today. We have had a great treatment plan; good communication and his teeth are lovely.