Complaints Policy

We take every complaint seriously and treat it as an opportunity to learn and improve. Raising a concern will never adversely affect the care or service you receive from us. There will be no retaliation against anyone who complains in good faith.

A complaint may concern any aspect of our service, including:

• the service or administration;
• a clinician's conduct or communication;
• treatment;
• safety;
• privacy or the handling of your information;
• an invoice;
• a cancellation or non-attendance charge;
• clinician identification or verification.

You can complain by email, by telephone, in writing to our registered office, or using the form on this page. Please include your name and contact details, the date(s) concerned, your appointment reference if you have one, the name of the clinician involved (if applicable) and a clear description of your concern. You do not need to include detailed health information unless it is relevant to the complaint.

1. Acknowledgement. We aim to acknowledge formal written complaints within 2 business days. We will tell you who is handling your complaint.
2. Investigation. A senior member of our team will investigate impartially. This may involve reviewing records, speaking with the clinician(s) involved and contacting you to clarify details.
3. Response. We aim to provide a substantive written response within 20 business days. Where a matter is complex or requires additional investigation, we will explain the reason for the delay and provide an updated timeframe.

Our written response will set out what we found, any action taken and any improvements we intend to make. We cannot promise that every complaint will be fully resolved within 20 business days, but we will keep you informed.

Complaint information is handled confidentially and will only be shared where reasonably necessary and lawful for investigation, patient safety, professional obligations or regulatory requirements.

We hope to resolve your complaint directly. If you remain dissatisfied, or your concern is of a kind that an external body should consider, you may contact:

The Chartered Society of Physiotherapy (CSP) is a professional membership body, not a statutory regulator. Fitness-to-practise concerns about a physiotherapist are dealt with by the HCPC.

Complaints are logged and reviewed regularly so that we can identify trends and improve our service. Complaint records are retained in line with our Privacy Notice.