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 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: –
Email: office@physio4kids.co.uk
- 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 Health and Care Professions Council (HCPC) and a professional complaint to the Chartered Society of Physiotherapy (CSP). You may be advised to contact the Ombudsman; it will depend on the nature of your complaint. Details of these organisations: –
https://www.csp.org.uk https://www.hcpc-uk.org
https://www.ombudsman-services.org
- 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 satisfactorily and to share the learnings with the wider team to enable us to improve our service.
