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Physio Further – Complaints Procedure 

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At Physio Further, we aim to provide a supportive, respectful, and high‑quality experience for every person we work with. If something hasn’t gone as expected, we genuinely want to hear about it so we can put things right and continue improving the service. 

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This procedure explains how you can raise a concern and what you can expect in response. 

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1. How to Raise a Concern or Complaint 

You can raise a complaint in any of the following ways: 

  • Verbally during or after your appointment 

  • Via the contact form on our website 

If you feel comfortable, please include: 

  • Your name and contact details 

  • A brief description of what happened 

  • When it occurred 

  • What outcome you are seeking (if known) 

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You are welcome to bring a friend, family member, or advocate to support you. 

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2. What Happens Next 

Acknowledgement 

  • We will acknowledge your complaint within 5 working days. 

Review 

We will review the details carefully, which may include: 

  • Checking clinical notes 

  • Reviewing communication 

  • Discussing the issue with you directly 

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If needed, we may ask for further information to ensure a fair and thorough understanding. 

 

Response 

  • You will receive a full written response via email within 20 working days, whether the complaint has been discussed in person or via another contact method.  

  • If more time is required (e.g., due to complexity or availability), we will let you know and provide a revised timeframe. 

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3. Outcomes 

Possible outcomes may include: 

  • An explanation of what happened 

  • An apology either verbal or in writing 

  • Steps taken to resolve the issue 

  • Changes to processes or policies to prevent recurrence 

  • Signposting to further support if appropriate 

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Our aim is always to resolve concerns promptly, respectfully, and constructively. 

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4. If You Are Not Satisfied ​

If you feel your concern has not been resolved, you may escalate it to the relevant professional body: 

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Health and Care Professions Council (HCPC) 

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The HCPC investigates concerns about professional conduct, competence, or fitness to practise. 

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Website: www.hcpc-uk.org 

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The Chartered Society of Physiotherapy (CSP) 

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If you believe professional standards or guidelines have not been followed, you may contact the CSP for advice. 

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Website: www.csp.org.uk 

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You are entitled to seek independent advice at any stage. 

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5. Commitment to Learning and Improvement 

Every complaint is taken seriously. Feedback—positive or negative—is used to improve the quality, safety, and experience of care at Physio Further. Our goal is always to ensure you feel heard, respected, and supported.

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