Complaints

Please first consider that we are trying our best to help you. It may not feel like it, but we are. The team are a caring group of practitioners who all have the intention of reducing your pain and helping you to make a recovery from your injury or illness.

in the first instance please speak to physiotherapist or the member of staff concerned, as it may be possible to resolve it straight away.

If that does not resolve the issue, and you feel we have failed to live up to your expectations in any aspect of our work, there is a Complaints Procedure for you to use. The aim in every case is to give you a quick, but thorough, response to your concerns.

You can make a complaint in writing, by fax, email, telephone or in person (by appointment please). Correspondence should be addressed to:

Mrs Lorraine Carey,
Group Practice Manager
1 Upper Selsdon Rd
Croydon
CR2 8DD
Tel: 0208 651 3315
Fax: 0208 685 6901

e-mail: [email protected]

If you are writing, faxing or emailing your complaint, please provide your telephone number if a response by telephone would be convenient. If not, we will usually reply by email unless you request otherwise.

Please indicate clearly the time, date, location and the member of staff which is relevant to your complaint (in as much detail as possible). If you do not have this information or if this is not possible, please contact the clinic.

We will acknowledge your complaint within two working days and fully respond within ten working days.

Right to Appeal

If you are not satisfied with a complaints decision, you may appeal, in writing, within seven working days. The Group Practice Manager will aim to respond to the appeal within ten working days of receiving your written request.

All appeals must set out the grounds on which you are making the appeal.

If however you are not satisfied, please contact your GP who can discuss the case with us – this may well be enough to resolve the issue.

If however you are still not fully satisfied you can make a complaint to the Chartered Society of Physiotherapy at the address below.

Complaints Officer, The Chartered Society of Physiotherapy, 14 Bedford Row, London WC1R 4ED, alternatively you can telephone 020 7306 6666.

Please be mindful that complaints take time to investigate, are stressful for us as well as you, and draw us away from patient care.

What did we do well?

Perhaps your therapist looked after you particularly well, or you had short waiting times, or you were cared for during your treatment. Try to focus on positive things. Our staff are motivated to provide you with the best possible care and providing feedback when things go well help keep our team motivated, and helps your care too. Please do consider offering praise to our team when things go well.