Complaints
Listen.
If something goes wrong, say so.
We would rather hear it than have you leave unhappy, and every concern is handled the same way, in writing, with a date.
- Your first session
- £68
- Length
- 45 minutes
- Open
- Mon–Fri 07:00–20:00
What happens next
01
Within 3 working days
We acknowledge your complaint and tell you who is handling it.
02
While we look into it
We talk to the people involved and, with your consent, review your records and the measurements taken.
03
Within 20 working days
We write to you with what we found and what we will do. If it takes longer, we tell you why and when to expect our reply.
04
If you are not satisfied
Ask for a review by Hannah Reeve, clinical director, musculoskeletal physiotherapist, or take it to an independent body below.
If we cannot put it right
- Health and Care Professions Council: fitness to practise for concerns about an individual physiotherapist, once the clinic has answered
- Chartered Society of Physiotherapy for professional standards of a chartered physiotherapist
- Independent Sector Complaints Adjudication Service for private treatment, if the clinic subscribes to ISCAS
Complaints are recorded and reviewed so the clinic learns from them. They never affect the care you receive.
Talk to
Beth Carver
Practice manager: the person who answers the phone
Last year, counted
6Complaints
All resolved within our 20-working-day policy; three were about parking.
Appointments and cancellations
Appointments and classes can be moved or cancelled up to 24 hours ahead at no charge. Later cancellations and missed appointments are charged at half the session price; insurers do not cover this, so it is billed to you.