Complaints Policy
We strive to provide the best service to our clients. However, should you wish to make a complaint or express a concern regarding your interaction with First Line Physio, we set out below our complaints policy.
We very much value any suggestions you may have that will help us improve our services. We place the handling of complaints as a priority and will ensure that:
1. It is easy for our clients to lodge a complaint.
2. We deal with each complaint appropriately and within an agreed timeframe.
3. We will either explain why there was something wrong with our service, or we make an apology.
4. Explain, if applicable, how we are going to change our service to improve.
5. We can refuse the complaint if we believe it is vexatious or discriminatory, especially if this relates to abusive behaviour.
6. We ensure that all our staff are trained on how to deal with a complaint and are familiar with this policy.
Making a complaint
All complaints should be addressed directly to Katie Crocker by telephone 01242 360036 or by email at info@firstlinephysio.co.uk
Please note:
Only existing or former clients, or in the case of a client under the age of 18, their parent, guardian, or other adult person who has care of the client, can make a complaint.
If you have a complaint, please make the complaint as soon as possible after the event and provide as much detail as possible.
All complaints are confidential.
We may speak to you about the complaint, but this conversation will always be confirmed in writing so both parties have a written record.
We will always try, where possible, to resolve the issue informally.
If you are still dissatisfied with the informal resolution, we will commence the formal process:
We will acknowledge the fact that you want to raise a formal complaint within 7 working days of receiving the complaint.
We will respond fully to the complaint within 21 working days from receipt of the complaint. Our response will include a summary of the complaint, how we have investigated the complaint and outline any action we have taken as a result of the complaint.
We will always provide a full explanation and apologise if an error has occurred. However, if we do apologise this does not constitute an admission of liability.
Keeping records of complaints
We will always keep a record of the details of each complaint and how it was resolved.
If you are unsatisfied by our response to your complaint you will be advised to contact the following:
The Health and Care Professions Council (HCPC)
If your complaint relates to the professional conduct and performance or fitness to practice of a physiotherapist, please contact The Health and Care Professions Council by emailing them at: feedback@hcpc-uk.org.
The Chartered Society of Physiotherapy (CSP)
The CSP is responsible for maintaining and protecting the reputation of the physiotherapy profession as well as that of the Society.
If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email: complaints@csp.org.uk