Unfortunately, there are times during treatment when things don’t always go the way we would wish. It’s important to let the Practice know that you are unhappy and to give us the chance to put things right. Our complaints procedure does not deal with matters of legal liability or compensation.
Should you wish to make a complaint or raise a concern, we have a named individual who is available to assist you in handling any complaint. We will listen to what you have to say and will investigate any complaint fully before reporting back to you with what has been found.
We would like you to inform us of any complaint or concern as soon as possible, as this will enable us to establish what happened more easily. If you are unable to do this please let us have details of your complaint:
Within 6 months of the incident that caused the problem;
Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
The aim of the procedure is to investigate the complaint in a thorough and systematic manner, without prejudice or preconceived views, resulting in the best possible outcome for all parties involved.
It is important to give us as much feedback about the Practice as possible so
improvements can be made. We will log all feedback and comments so that
continuous themes are identified and can be addressed to prevent further similar complaints arising.
All our correspondence relating to a complaint will be marked “Strictly Private and Confidential”. If the complaint is made in person or via the telephone then we will strive to ensure that privacy is afforded to the complainant.
Most problems are best solved at the time they occur, so please feel free to raise any concerns with your practitioner, or ask to speak to the practice manager after your appointment if you feel more comfortable doing this However, we respect that sometimes other facts and information have to be gathered before the complaint can be made. If you wish to make a more formal complaint then please do this as soon as possible. Please be as specific as possible about the complaint you wish to make.
You may complain in writing to the Practice Manager:
20 Union Street,
01225 345 180 or email:
What information we will need from you
a clear, detailed description of what your complaint is about
copies of any letters or emails related to the complaint
your email address or postal address (so that we can reply)
What will happen next?
We aim to acknowledge your complaint within 2 working days and give you an explanation or arrange a meeting within 10 working days.
Please note that some complaints for legal reasons cannot be processed directly by the Practice.
Complaining on some else's behalf
We always observe confidentiality. We will require written authority from the person
involved so that you can act on their behalf.
Complaining about other healthcare professionals
You may contact the Healthcare Professional’s association or registering body,
which will investigate the complaint on your behalf:
What to do if you're not satisfied
If you are not satisfied with the outcome of your formal complain, you can contact one of the following companies below:
The Institute of Osteopath,
3 Park Terrace, Manor Road,
Luton, LU1 3HN
General Osteopathic Council, Osteopathy House,
76 Tower Bridge Road,
London, SE1 3LU
+44 (0) 20 7357 6655
The British Acupuncture Council,
63 Jeddo Road,
London, W12 9HQ
The Association for Solution-Focused Hypnotherapy
8-10 White Ladies Road,
Bristol, BS8 1PD