You have a right to complain, and if you do, we will deal with your complaint in a fair, open and transparent manner
We aim to solve any problems you may have during your first contact with us
We do not charge for dealing with complaint in the main, and we will never charge you without telling you first. We may charge you to recover our costs where we are required to collection information or where you request information
If cost charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Health & Care Professionals Council ( HCPC), the Chartered Society of Physiotherapists (CSP), the Royal College of Nursing (RCN), The Information Commissioner (ICO)
How to make a complaint?
If you wish to complain, please contact us:
By Phone: 0845 4507316
By Email: firstname.lastname@example.org
By Post: Mercury House, Shipstones Business Centre, North Gate, New Basford, Nottingham NG7 7FN
What we will do:
We will acknowledge your complaint immediately if you complained to us over the phone,
and within 2 working days if you have lodged your complaint through any other channel.
We will also give you an indication of the timeframe for resolving your complaint. You can follow up on your complaint by calling us Mon-Fri office hours on 0845 4507136
We aim to solve your problem during your first contact with us
Sometimes this is not possible due to the need to investigate the matter. We will then agree with you on how to solve your problem and advise you within 15 working days of receiving your complaint. We will advise you in writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected time frame.
We will also inform you about your options for external dispute resolution such as the ICO.