Complaints

If something has gone wrong

Please tell us. Most concerns are easiest to put right straight away, and hearing about them is the only way the clinic improves.

• Raising a complaint will not affect the care you receive, now or in future.
• You will not be charged for making a complaint, and you do not need to put it in writing to be taken seriously.
• If you would rather raise something informally first, say so — not everything needs to become a formal complaint.

How to raise it

Physio & Me is a single-clinician practice, so a complaint comes to Saarah directly. Whichever way suits you:

• By email — hello@physioandme.co.uk
• By phone — 07496 656945
• In writing — Physio & Me Ltd, 1 Forest Drive West, Leytonstone, London E11 1JZ
• In person, at or after an appointment.

What to include

You do not need to get this right or complete — send what you have and we will ask if anything is missing.

• What happened, and when.
• Who was involved, if that is not obvious.
• What you would like to happen as a result — an explanation, an apology, something done differently, or a refund.
• How you would prefer to be contacted back.

What happens next

The timescales below are what you can expect from us. If a complaint is going to take longer than this, we will tell you why and when to expect a full reply, rather than letting it go quiet.

• We will acknowledge your complaint within 3 working days.
• We will look into it and give you a full response within 20 working days.
• The response will explain what we found, what we are doing about it, and what happens if you are still unhappy.
• If your complaint is about clinical care, Saarah will review the treatment notes for the session in question as part of that.

When to raise it

• Ideally within 6 months of what happened, or within 6 months of you becoming aware of it.
• We will still look at complaints raised later than that wherever we reasonably can — the further back it goes, the harder it is to establish what happened.

Complaining for someone else

• You can complain on behalf of another person — but because their treatment is confidential, we will need their written consent before we can discuss their care with you.
• Where the person cannot give consent themselves, tell us and we will explain what we need.

Confidentiality

• Your complaint is kept separately from your clinical record, so it does not become part of your treatment history.
• It is only shared with anyone else where you ask us to, or where the law requires it.

If you are still not satisfied

Tell us first if you can, so we have the chance to put it right. But you can go to any of these at any point — you do not have to complain to us first.

• The Health & Care Professions Council (HCPC) regulates physiotherapists and handles concerns about a registered professional's fitness to practise — hcpc-uk.org, 0300 500 6184.
• The Chartered Society of Physiotherapy (CSP) can advise on professional standards — csp.org.uk.
• For anything about how your personal data has been handled, the Information Commissioner's Office — ico.org.uk, 0303 123 1113.