Complaints Procedure
Handled confidentially and fairlyLast updated: July 2026
Our Commitment
Home Physio & Rehab Ltd. is committed to providing a high standard of care and service. We take all complaints seriously and view them as an opportunity to learn and improve. If something has gone wrong, or you are unhappy with any aspect of our service, we want to hear from you so that we can put things right.
Our complaints procedure is designed to be straightforward, fair, and confidential. We will handle your complaint with sensitivity and ensure that raising a concern will never adversely affect the care you receive from us.
How to Make a Complaint
The quickest way to reach us. Complete the form on this page or email us directly.
info@homephysioandrehab.ukIn Writing
Prefer to write to us? We are based in the area below and will respond in writing.
Harrow, London, HA2 0TP, UK
When making a complaint, please include as much detail as possible: your name and contact details, the date(s) the issue occurred, the name of the physiotherapist involved (if applicable), and a clear description of your concern.
Submit a Complaint
Complete the form below and it will be sent directly to our team. We aim to respond within 24 hours.
What Happens Next
Acknowledgement
We will acknowledge your complaint and get back to you with a possible resolution within 24 hours of receipt. This confirmation will let you know who is handling your complaint and how we intend to proceed.
Investigation
A senior member of our team will carry out a thorough and impartial investigation. This may involve reviewing records, speaking with the physiotherapist(s) involved, and contacting you to clarify any details.
Resolution
You will receive a clear written response outlining our findings, any action we have taken, and any improvements we intend to make. If we need more time to resolve the matter fully, we will keep you informed at every stage.
Escalation
If you are not satisfied with the outcome of our internal complaints process, you have the right to escalate your complaint to the relevant external bodies.
Health and Care Professions Council (HCPC)
If your complaint relates to the fitness to practise of a physiotherapist, you may raise a concern with the HCPC, the statutory regulator for physiotherapists in the UK, responsible for setting standards of conduct, performance, and ethics.
Website: www.hcpc-uk.org
Email: ftp@hcpc-uk.org
Chartered Society of Physiotherapy (CSP)
If the physiotherapist involved is a member of the Chartered Society of Physiotherapy, you may also contact the CSP, the professional body for physiotherapists in the UK, regarding members' professional conduct.
Website: www.csp.org.uk
Email: enquiries@csp.org.uk
Contact Information
Home Physio & Rehab Ltd.
Registered in the UK
Company Number: 17000378
Email: info@homephysioandrehab.uk
Phone: +44 7846 346246
We are committed to learning from complaints and using feedback to improve our services. All complaints are logged and reviewed regularly to identify trends and areas for improvement. Thank you for helping us maintain the highest standards of care.
Home Physio & Rehab Ltd.
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