Complaints Policy

We are committed to providing high-quality care and service to all our clients. If something does not meet your expectations, we want to hear about it so that we can address the issue promptly and improve our standards.

If you have a complaint, please contact us and provide details of your concern. Complaints can be made in writing by email or letter to the clinic manager.

What will happen next?

• We will acknowledge receipt of your complaint within three working days.

• Your complaint will be reviewed by an appropriate senior member of the team. Where possible, this will be someone who was not directly involved in the matter being raised. This review may involve examining relevant records and discussing the matter with the team member(s) involved.

• Where appropriate, we may contact you to request further information or invite you to discuss the matter by phone or in a meeting so that we can better understand your concerns.

• We aim to provide a full written response within 20 working days of acknowledging your complaint. If the investigation requires more time, we will inform you and provide an updated timeframe.

Our aim is to investigate complaints fairly, transparently and promptly, and to resolve concerns wherever possible.

If you remain dissatisfied

If you are not satisfied with the outcome of our investigation, you may raise your concerns with the Health and Care Professions Council (HCPC), which regulates physiotherapists in the United Kingdom.

Health and Care Professions Council

Park House

184 Kennington Park Road

London

SE11 4BU

Telephone: 0300 500 6184

Website: www.hcpc-uk.org

The HCPC considers concerns relating to the professional conduct, performance or health of registrants. They do not deal with requests for refunds, compensation or service complaints.

If your concern relates to a potential claim of clinical negligence, you may wish to seek independent legal advice.