COMPLAINTS PROCEDURE

We are committed to providing the highest quality of care to our patients. We understand that sometimes things can go wrong, and we want to make sure that you have a way to raise any concerns you may have.

If you have a complaint about the service you have received from our clinic, please let us know as soon as possible. We will always try to resolve your complaint quickly and to your satisfaction.

How to make a complaint

You can make a complaint in writing, by email, or by phone.

If you write to us, please send your complaint to:

Complaints Manager
The London Road Clinic
2 Lower East Hayes, Bath BA1 6AN

If you email us, please send your complaint to:

info@thelondonroadclinic.com

If you phone us, please ask to speak to the Complaints Manager.

What to include in your complaint

When you make a complaint, please include as much information as possible about what happened, including:

  • Your name and contact details
  • The date and time of the incident
  • The name of the person or people involved
  • A description of what happened
  • Your concerns

We will also need to know if you have already tried to resolve the problem with the person or people involved.

How we will deal with your complaint

We will acknowledge your complaint within two working days. We will then investigate your complaint and will aim to resolve it within 10 working days. If we need more time to investigate your complaint, we will let you know.

We will keep you informed of our progress and will ask for your views on any proposed solutions.

When we have completed our investigation, we will write to you to let you know our findings. We will also tell you what we have done to resolve the problem and how we will prevent it from happening again.

If you are not satisfied with our response, you can contact the General Osteopathic Council (GOC). The GOC is the regulatory body for osteopaths in the UK. You can contact the GOC on 020 7357 6655 or visit their website at www.osteopathy.org.uk.

We hope that you will never have to make a complaint about our clinic. However, if you do, we are committed to dealing with your complaint fairly and promptly.

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