Complaints Procedure

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at Graystone Referral Centre, please let us know.

We operate a practice complaints procedure for dealing with complaints and we take each and every complaint seriously. Our complaints system meets national criteria.

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we would encourage you to raise this as soon as you are able to in order to allow us to establish what happened more easily.

Complaints should be addressed to our Complaints Manager Arijit Ray-Chaudhuri or our Deputy Complaints Manager, Sarah Robinson. You may ask for a scheduled time to meet in person in order to discuss your concerns.

We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

It will be a great help if you are as specific as possible and provide as much detail as you are able about your complaint. You may also raise concerns in person or via the telephone. If you wish to raise your concern or complaint in this way, our team will listen to your concern and take down notes so that it can be investigated fully.

The complaints procedure is entirely confidential and will not affect your ongoing care. However, if it is in your best interest to make a fresh start with a new dental professional, or you ask for this, this is also an option.

The complaint correspondence is filed separately from your clinical records, and we can assure you the whole procedure is entirely confidential. Only those members of the practice staff who need to will know about your complaint.

What we shall do

We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you a helpful detailed written explanation, or a meeting with the people involved if you would like this.

When we investigate your complaint, we shall aim to:

Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology where this is appropriate
Identify what we can do to make sure the problem does not happen again
Ensure our practice team learns from each and every complaint and concern

Should you wish to make a complaint, we may need to provide information about you and the treatment you have received, to insurers, indemnifiers or legal advisers.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

If you are complaining on behalf of someone under 16, we will need to know that you have parental responsibility for them, or will need signed authority from somebody with parental responsibility for you to act on their behalf.

Complaining to Dental Complaints Service

If you are not satisfied with our initial response, please let us know so we can try to resolve any outstanding issues. We will make every reasonable effort to find a mutually acceptable resolution.

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body. You may do this if you feel that you cannot raise your complaint with Graystone Referral Centre directly or if you are dissatisfied with the result of our investigation.

For further advice, you should contact:

Dental Complaints Service

37 Wimpole Street,

London,

W1G 8DQ

Website: https://dcs.gdc-uk.org

Telephone: 020 8253 0800

(Monday – Friday, 9am – 5pm)

General Dental Council

37 Wimpole Street

London

W1G 8DQ

Website: www.gdc-uk.org

Telephone: 0845 222 4141 or 020 7887 3800

Get in touch

"My thanks to you and your team for excellent service and being so reassuring. I wouldn’t hesitate to contact you again should I need too.”

Patient CB

"Such a great place. Friendly, professional and talented staff. They turned my horrible brown front tooth into something white and beautiful. I can now smile…”

Patient KM

"Excellent Treatment. I had an very relaxing and amazing experience at the fantastic Graystone Referral Centre a few months ago. This was largely down to…”

Patient Phill

"I visited Graystone's to have a very complicated wisdom tooth filled. I visited Graystone's to have a complicated filling in my wisdom tooth. Sadly I've…”

Patient D Jones

"Outstanding Dental Practice. The whole team at Graystone are so friendly and professional that I felt I was in very safe and trustworthy hands every…”

Patient F Donnell

"We were made to feel welcome as soon as we walked through the door. Everyone was friendly but very professional. A very comfortable visit to…”

Patient V Rudman

"Excellent dental practice. I had the most wonderful and positive experience at Graystone referral centre. Aj and his highly skilled team provided the upmost care…”

Patient J Bird

"Restorative care. Following a series of operations, friends suggested I approach AJ for advice on post operative care and replacement teeth. Over many months, I…”

Patient LA

"Excellent dentist (AJ), highly recommended and professional. His staff were also very competent and accommodating. I had a lot of work done and despite the…”

Patient S Chetin

"First class dental treatment. I was treated by AJ for an infected tooth which had to be removed. After a very professional and reassuring consultation,…”

Patient P Howarth

View Testimonials

5.0

Graystone Referral Centre

5.0

Edward Debaes

07:22 02 Jun 23

Excellent service from AJ and team. In the past at a previous dentist I had walked out of root canal treatment and had to find a dentist willing to sedate me before treatment. I needed further dental work and was referred to AJ. He overcame my fears with patience and explanation and as a result I was able to have root canal treatment without sedation.Really appreciate the great work done, cheers.

David Tshin

16:41 03 Mar 23

My daughter was referred to Graystone Referral Center for a complex tooth extraction. Dr Emma Ray-Chaudhuri and her team were very professional, informative and super friendly. In the end, the extraction was executed successfully without any complications. Credit to the whole team, they were very gentle and kind to my daughter. Also, the centre called me the next day to check if my daughter is okay. What a service, love it!

Abby Edwards

19:20 10 Feb 23

My experience with AJ, Chetan and the rest of the team was amazing. Throughout my complex treatment with Chetan I was kept fully informed on what was happening in each stage and I felt extremely at ease at each appointment. My past dental anxieties have been completely erased by this incredible team and I am so grateful to have been referred to them!

Clifton Wan

17:02 19 Jan 23

As a referring dentist, we are very lucky to have Graystone Referral Centre in our local area. I have no hesitation recommending the GRC team for specialist care as I know that AJ, Emma and team provide quality, evidence backed treatments suited for each individual. Each clinician here is held in high regard by the profession.Feedback from our patients has always been extremely positive. Particular praise is given to Sarah, Malissa and the support team who help make patients feel completely at ease.

Richard Hanson

17:14 06 Jan 23

There is no other place I would trust with my teeth , I cant recommend Graystone enough ..I have many problems with my teeth and it's always complicated to solve due to issues with the sensitivity of my mouth and gums . At every stage of the process I was told exactly what will happen and my expectations have been managed realistically and in the end , successfully !I see AJ for my complicated dentistry and he has been an absolute wonder . I have also had subsequent follow up appointments for other specialist treatment with Frans who has only held up the exceptionally high standards set by AJ .The standards are also continued by all who work at the reception desk , with a calm informed approach. Nothing is too much effort for Sarah ,Grace , Malissa or any of the team and I always get a check post surgery to make sure all is well . If I need to speak to them with any concern they always have time or call me back . Its all very reassuring from beginning to end .Thank you Graystone

Adam Cuthbertson

06:37 24 Nov 22

As a patient and referring dentist the service and standard of care from this practice is excellent. I gladly recommend patients, friends and colleagues to see AJ and the team because I know they will receive the highest quality of care available in the UK.The referral process is clear and straight forward and the whole team are really kind and caring for our patients.I have massively benefitted from having such knowledgeable friendly colleagues who provide top quality specialist care within a clean, modern environment using the latest technology to improve clinical outcomes for our patients.Amazing work team. Thankyou

Bethany Cole

21:35 30 Oct 22

I saw AJ for a new retainer. He used a new 3D scanner to take a 3D image of my teeth which can be kept on file for future retainers too. This is super helpful for me as it means I won't have to keep going back for moulds to be taken like I have previously at other practices. The whole practice was modern, clean and efficient. The team were all very friendly and helpful. Overall I had a great experience and would thoroughly recommend. Thank you AJ & the team!

Kerry Morgan

10:07 11 Aug 22

Such a great place. Friendly, professional and talented staff. They turned my horrible brown front tooth into something white and beautiful. I can now smile again! Thank you.

Claudia Sear

08:22 30 Jul 22

Brilliant staff and beautiful, spotless facilities. Really helped our little girl.

Steffi O'Keeffe

14:45 19 Jun 22

The treatment and care I received at Graystone Referral centre was outstanding. AJ is exceptional, he fixed my teeth to a standard that I didn't think was possible, I am so impressed with his knowledge, professionalism and expert skill. I feel so confident in my smile since my treatment has been completed.In addition to the fantastic dental work, the team at Graystone Referral Centre are very supportive, helpful and friendly. I was always made feel most welcomeI highly recommend AJ, he offered great advise, care and provided incredible treatment for my broken teeth. I am so grateful to AJ and the team.

Marcus Randall

09:07 22 Apr 22

I've visited Graystone twice so far, as I embark on a likely extensive course of treatment, firstly for a general consultation and x-rays and then most recently (yesterday) for a tooth extraction.On both occasion I’ve found the specialists I’ve met with (AJ, Rakan and Malissa) to be professional, reassuring and patient. As a nervous person they’ve been great at explaining everything before action is taken, what I can expect, why we’re doing it, always following up with asking if I had any question of my own.They seem genuinely invested in my wellbeing and giving the highest possible level of service. As far as my treatments are concerned, its still early days but my extraction was utterly painless, which I did not expect but am most grateful of.In summary, a great practice, filled with professional, knowledgeable, and caring people. I’d recommend Graystone and its staff to anyone.

David Jukes

09:19 13 Apr 22

The treatment and support provided by The Gravestone Referral Centre was greatly appreciated. Staff were caring and attentive, all operating in a highly professional manner throughout the course of my treatments. I have absolutely no hesitation in offering this outstanding practice my highest - unqualified - recommendation.

Graham Keeling

13:10 08 Apr 22

Graystone Referral Centre is a centre of excellence.As a referring dentist we have always had very positive feedback from our patients on their experiences. Communications with patient and practice are swift, clear and comprehensive and the quality of treatment offered and provided is of the highest standard and most appropriate for the individual patients needs. This is delivered with a caring reassuring approach.The practice team lead by AJ and Emma is both highly experienced and qualified to deliver the most advanced dental solutions available supported by the very latest technology to facilitate this.I would highly recommend the centre to both colleagues and patients.

Emily Tucker

22:26 06 Apr 22

A fantastic clinic led by Dr Emma and AJ Ray Chaudhuri who are passionately committed to providing the very best care and attention to all their patients, and offer years of expertise and knowledge in their respective fields. No hesitation in recommending this clinic. There is also a lovely relaxing feel inside and easily accessible from all surrounding parts of Sussex.

Paul Howarth

17:03 27 Feb 22

I had to have a tooth extraction from the Graystone referral Centre and AJ and his Nurse Sarah made me feel comfortable throughout the procedure. I had to have a 3D scan prior to the procedure and being someone that gets a bit nervous with these things they did a very good job of putting me at ease. Couldn't recommend them highly enough!

Angela Wigglesworth

15:38 26 Feb 22

It's not often you can say a visit to a dentist was pleasurable, but I would say this one was. I was not looking forward to having a rather complicated root canal filling which I knew was going to take one and a half-hours, but I need not have worried. I never felt any pain and the wild life and nature videos on a ceiling screen were totally absorbing. Apart from the very slight and to be expected discomfort of having dental equipment in my mouth, I could have comfortably lain back there for longer. AJ explained things as he went along which I always like, and the Dental Nurse was very kind and attentive to any needs I might have.

Rachel B

20:57 23 Feb 22

The team at Graystone referral centre are absolutely amazing. My daughter was previously extremely anxious about dental visits after becoming very upset having to have an injection at our regular dentist. At Graystone she was made to feel at ease and really enjoyed the visits, the staff are so child friendly and use child friendly terms so things don’t sound daunting for the little ones. The centre is catered for children with books, toys and even a tv above the dentist chair so they can watch their favourite programmes. I would highly recommend Graystone referral Centre, just wish we’d found you all sooner!

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