1. Introduction
We are committed to providing a high quality service to all our patients. If something goes wrong, or could be improved, we would like to know so that we can address your concerns and continue to improve our standards. We value the relationships we have with our patients, and aim to address any concerns or complaints promptly, fairly and sensitively. If you wish to make a complaint, please follow the process outlined below.
2. Making a complaint
You can complain by telephoning us on 020 8883 5888, or by email, but we may request further details in writing, so we can understand your concerns.
You can e-mail info@eastfinchleyclinic.co.uk, or you can send a written complaint by post to: Wendy Longworth, Londonwide Physio Ltd T/As East Finchley Clinic, Utopia Therapy Hub, 1a Leicester Mews, Leicester Road, London N2 9EJ. Please let us know the nature of the complaint, and what action would you like us to take to resolve it. We aim to resolve any complaints in an amicable and satisfactory fashion.
3. How we handle complaints
Wendy Longworth will initially review and acknowledge the complaint. We aim to address complaints promptly, within five working days. We aim to complete the process within 28 working days, unless we agree a different time frame with you. Delays caused by staff absence or holidays may occasionally be unavoidable.
4. Time limits
You should register a complaint as soon as you can after the date on which the event occurred, or within six months. Consideration will however be given as to whether you had good reason for not making the complaints sooner and whether despite the delay it is still possible to investigate the complaint effectively and fairly.
5. If you are dissatisfied with the outcome
We aim to resolve all complaints, but if the complaint cannot be resolved in a satisfactory manner, we can arrange for another independent person within the practice to resolve the matter. We aim to complete that process as soon as possible, and within 28 days.
6. If you are still dissatisfied at this stage
Alternatively, you can contact the Health and Care Professions Council at https://www.hcpc-uk.org
Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
Be likely to harass, upset, embarrass, alarm or annoy any other person.
Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
Give the impression that they emanate from us, if this is not the case.
Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.
