COMPLAINTS POLICY 

 

If something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us via email resilient.rehab.physio@gmail.com to provide details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Chartered Society of Physiotherapists (CSP) or the Health Care Professionals Council (HCPC).

What will happen next?

We will send you an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve passing your complaint to our customer service team, who will review your matter file and speak to the member of staff who acted for you.

We will then invite you to a meeting or call you to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, we will write to you to confirm what took place and any solutions we have reached with you.

If you do not want a meeting or it is not possible for us to establish contact, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

If you are still not satisfied, you can then contact the CSP via their website or using the address below.

14 Bedford Row,

Holborn,

London

WC1R 4ED