Complaints Procedure

Total Health Physiotherapy Ltd is committed to providing a high standard of care. If you are unhappy with any aspect of the service you have received, you have the right to raise a concern or make a complaint.
All complaints will be handled fairly, transparently, and in a timely manner, in line with professional standards set by the HCPC.

How to Raise a Concern
In the first instance, patients are encouraged to raise concerns directly with the practitioner. Many issues can be resolved quickly through open communication.
Concerns can be raised:
• In person
• By email
• In writing

Formal Complaints Procedure
If the issue cannot be resolved informally, a formal complaint may be made.
Stage 1: Acknowledgement
All formal complaints will be acknowledged within 5 working days of receipt.
Stage 2: Investigation
The complaint will be investigated thoroughly. This may include:
• Reviewing clinical records
• Considering relevant policies
• Reflecting on clinical decisions
Stage 3: Response
A full written response will be provided within 20 working days.
If more time is required, you will be informed.

Outcomes
Following investigation, outcomes may include:
• Explanation of events
• Apology where appropriate
• Changes to practice procedures
• Further training or reflection

Escalation
If you are not satisfied with the outcome, you may escalate your complaint to:
• HCPC
• CSP (if applicable)

Confidentiality
All complaints will be handled confidentially and in accordance with data protection requirements.

Learning and Improvement
Complaints are taken seriously and used as an opportunity to improve services and patient care.

Date of review: 19th April 2026
Reviewed by: Nicola Herringshaw (Director of Total Health Physiotherapy Ltd)