Plate XX
Complaints
If something goes wrong, tell us.
We would rather hear it than have you leave unhappy, and we handle every concern the same way, written down.
First visit £64, 45 minutes
Tell Grace first
01632 960440- hello@bridgeosteo.example
- In writing: The Wharf House, 2 Lock Lane, Fennbridge, Wessex, WX4 3QL
Or say it to anyone at the practice; they will pass it on the same day.
The clock
- Acknowledged, with a named person3 working days
- Written reply with what we found10 working days
- Review by the principal, if asked10 working days
Appointments and cancellations
Move or cancel an appointment up to 24 hours ahead at no charge, online or by phone. Later cancellations and missed appointments are charged at half the session price; a block or membership session is used instead. Insurers do not cover this, so it is billed to you.
What a complaint does not do
- Cost anything, or change the price of anything you have booked
- Stop your treatment: you can carry on, or see someone else here
- Go on your clinical record; it is filed separately
What happens next
- i
We acknowledge it within three working days
and tell you who is handling it. Usually that is Grace, unless the concern is about her, in which case it goes to Ruth.
- ii
We look into it
which may mean talking to the people involved and, with your consent, reading your notes.
- iii
We write to you within ten working days
with what we found and what we will do. If it takes longer, we tell you why and when to expect our reply.
- iv
Not satisfied? Ask Ruth Ashdown to review it
or take it to one of the independent bodies below. Complaints never affect the care you receive.
If we cannot put it right
- Their process →
General Osteopathic Council: raising a concern
For concerns about an individual osteopath, once the practice has answered.
- Their process →
General Chiropractic Council: concerns about a chiropractor
For concerns about the chiropractor, once the practice has answered.
- Their process →
Complementary and Natural Healthcare Council
For concerns about a CNHC-registered massage therapist.
Complaints are recorded and reviewed each January so the practice learns from them.