How to provide feedback and complain
We are always pleased to receive feedback about our service and are committed to providing a high-quality service for everyone. However we appreciate that this may not always happen . If for any reason you are unhappy with any aspect of the service you have received, you can make a complaint.
- We will acknowledge and investigate every complaint we receive irrespective of the method of complaint. (Verbal -face to face/ telephone or written.)
- We aim to make the process as clear, open and simple.
- We aim to address any complaint confidentially, thoroughly and as promptly as possible.
If you have a complaint then please contact us in whichever method you prefer.
● We will acknowledge receipt of your complaint in 48 working hours - this will be by email or letter - whichever you have stated you prefer.
● We will investigate the complaint and respond by email or letter within 20 working days.
● We may need you to provide more details for the investigation, if so we will make you aware of this during the process.
● If you are not satisfied with the outcome, a clinical complaint can be taken to the Chartered Society of Physiotherapy, and/or the Health Care Professions Council. You may be advised to contact the Ombudsman. it will depend on the nature of your complaint.
Details of these organisations
https://www.ombudsman-services.org
If you would prefer to talk to someone regarding the complaint, then please call to arrange a discussion. Our telephone number is 07583019733
● We will keep a record of the discussion for our files and can send this by email or letter to you if requested.
● If for any reason, we are not available, please leave a message and we will call you back as soon as possible and within 2 working days.
We aim to resolve all complaints in a satisfactory manner and to share the learnings with the wider team to enable us to improve our service.