Complaints Procedure

Purpose

To provide a fair, confidential, and efficient process for handling complaints from clients, ensuring concerns are addressed promptly and used as an opportunity to improve the quality of service.

1. Who Can Make a Complaint?

Any client, their representative, or a third party (with the client’s written consent) may raise a concern or complaint regarding any aspect of the service received.

2. How to Make a Complaint

Complaints can be submitted in the following ways:
Verbally – to a member of staff at reception or during an appointment.
In Writing – via letter or email to the clinic.
Where possible, concerns should be raised as soon as practicable, ideally within 10 days of the issue.

3. Informal Resolution (Stage 1)

Where appropriate, complaints should be addressed and resolved informally:
The team member who receives the complaint should attempt to resolve the issue immediately if appropriate.
All informal complaints must still be documented and forwarded to the Clinic Manager or Assistant Manager.
If the matter cannot be resolved informally or is of a serious nature, it will proceed to the formal stage.

4. Formal Complaint (Stage 2)

If a complaint is not resolved informally or is of a more serious nature:
The complaint must be acknowledged in writing within 3 working days of receipt.
A full investigation will be conducted by the Clinic Manager/Assistant Manager.
The complainant will receive a written response within 10–15 working days. If the investigation takes longer, the complainant will be updated regularly with the progress and expected resolution date.

5. Outcome and Resolution

The outcome of the investigation will be clearly explained in writing and may include:
An explanation of what happened.
An apology, if appropriate.
Details of any corrective or preventive action to be taken.
Information on any changes made to policies or procedures as a result.

6. Appeals and Further Action

If the complainant is not satisfied with the outcome, they may contact the Health and Care Professions Council (HCPC) – www.hcpc-uk.org

7. Confidentiality

All complaints will be handled in a confidential manner, in line with applicable privacy and data protection laws. Making a complaint will not affect the quality or availability of ongoing treatment or care.

8. Record Keeping

All complaints and their outcomes will be recorded and retained securely.
Regular audits will be conducted to review complaints and identify trends or areas for improvement.

Contact Details

If you wish to submit a complaint or need further assistance, please contact:
Clinic
📞 Phone: 07624 310311
📧 Email: info@rehablabphysio.co.uk
🏥 Address: Rehablab Physiotherapy Ltd
Level 4 Victory House
Prospect Hill
Douglas
IM1 1EQ