Complaints Policy | Floss and Smile


If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out 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 will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.

Complaints should be addressed to Dr Alpa Johar – Practice Manager, or Mr Hardeep Singh Johar – Deputy Complaints Manager/ Business manager.

You may ask for an appointment 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 about your complaint.

What we will do:

We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 14 working days of the date when you raised it with us.

We shall then be able to offer you an explanation, or a meeting with the people involved. 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 doesn’t happen again
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.

We would like to improve on our services so will appreciate it if you come directly to us about the points you would like to raise.

Dr Alpa Johar can be reached via text on mobile no: 07590035899 or email:

Our practice address is: 11 Cow lane, Edlesborough, LU6 2HT

However, should you wish to make a direct complaint to us , you can contact:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)


General Dental Council
37 Wimpole Street
Telephone: 0845 222 4141 or 020 7887 3800


CQC: Tel: 03000616161

We hope to resolve the problem quickly and to your satisfaction

Copyright 2021 by Floss and Smile. All rights reserved.

Copyright 2021 by Floss and Smile. All rights reserved.