Complaints Procedure

Step 1

If you have a complaint or concern about the level of care you have received from an osteopath or any other member of staff, please let us know.

Our promise to you is that we shall:

  • Treat your complaint seriously
  • Work to resolve your complaint promptly and in confidence
  • Learn lessons and use them to review and where appropriate improve our service

Please make your complaint to our practice principals, Catherine Hamilton-Plant or Clare Richmond. You may do this in person, by phone, or in an email (radlett@osteopathics.co.uk) or by letter.

If you telephone us or speak to us in person, the complaint will be logged and whoever takes your call will attempt to resolve the issue for you. If you are not satisfied, we will tell you when it is likely that one of the principals will be free to ring you to discuss the matter or invite you to come to the practice to do so.

We will investigate your complaint during the following few days and will aim to:

  • Find out what happened and what went wrong
  • Make sure you receive an explanation and apology if this is appropriate
  • Deal with your complaint and reach an amicable solution
  • Identify what we can do as a practice to ensure that this problem does not arise again

Step 2 - Professional Bodies

If you do not feel that your complaint has been resolved to your satisfaction you can talk to an independent source about it by ringing the practitioner’s professional body.

Osteopaths - Institute of Osteopathy Complaints Resolution Service

0800 110 5857, or email enquiries@iosteopathy.org

Physiotherapists - Chartered Society for Physiotherapy

0207 306 6666 or email enquiries@csp.org.uk

Step 3 - Regulatory Bodies

If you are concerned about safety and you wish to instigate a formal complaint then please contact the regulatory body. Please note that the regulatory body cannot award compensation.

Osteopaths

General Osteopathic Council
T: 0207 357 6655
www.osteopathy.org.uk

Physiotherapists

Health & Care Professions Council
T: 0845 300 6184
www.hcpc-uk.org

 

Reviewed December 2025