Complaints Policy
We welcome your feedback and are committed to resolving concerns fairly
1. How to Complain
Please send a written complaint to info@ghphysiocare.co.uk with 'Complaint' in the email subject line. Include your name and contact details, the date of the event, what happened, who was involved if known, and what outcome you are seeking.
Do not include more sensitive medical information than is needed to explain your concern.
If you wish to complain in person, please speak to reception and say, "I want to raise a formal complaint." Our reception staff will be happy to help you record it and pass it to the person responsible for investigating complaints.
You may also write to 'GH PhysioCare, 480A Mansfield Road, Sherwood, Nottingham NG5 2EL', or telephone +44 7733 209673.
We will record a verbal complaint and can help put it into writing; you do not have to use email or the suggested subject line for us to recognise it as a complaint. Please tell us if you need an accessible format, an interpreter or other support, although email to info@ghphysiocare.co.uk with 'Complaint' in the subject remains our preferred route.
2. What Happens After We Receive a Complaint
Acknowledgement Within 72 Hours
We will acknowledge receipt within 72 hours, tell you who is handling the complaint and explain the next steps. This is our clinic service commitment. If we need clarification, we will ask for it without postponing acknowledgement.
Internal Investigation
A person with appropriate authority who was not directly involved in the matter will review the complaint where practicable. They may examine relevant records, speak with staff and ask you for further information.
We will keep information confidential and share it only with people who need it to investigate or respond. Any immediate patient-safety issue will be escalated promptly.
Outcome — Within 20 Working Days
Our clinic aims to send you a written response within 20 working days of receiving the complaint. This is GH PhysioCare's service target, not a statutory deadline for all UK healthcare complaints.
The response will address the issues raised, explain our findings and any action we can properly disclose, and tell you how to ask for a further review.
If an investigation needs longer, we will explain why before that target date, give a revised date and keep you updated at least every 10 working days until we respond.
Further Review
If you remain dissatisfied, reply to the outcome email or write to the same address with 'Complaint Review' in the subject and explain what you feel remains unresolved.
The clinic director, or another appropriate person not previously responsible for the investigation where practicable, will review the handling and outcome. We aim to respond within 20 working days; we will update you if more time is needed.
We will keep a secure record of the complaint, investigation, response and any improvements made, in line with our records retention policy. We may be unable to share private information about staff members or other patients. We will not discourage you from seeking independent advice or contacting a relevant external body.
3. Other Ways to Raise a Concern in the UK
We prefer you to raise your concern with GH PhysioCare first so that we have an opportunity to investigate and respond. You remain free to contact an appropriate external body at any time, particularly if you have an urgent safety concern.
Health and Care Professions Council (HCPC)
Concern about a registered physiotherapist's fitness to practise. The HCPC considers serious concerns about a registrant's practice or conduct; it does not replace the clinic's process for resolving a service complaint.
Information Commissioner's Office (ICO)
Concern about how we use your personal information. You may complain to the ICO or call 0303 123 1113. You can also bring the matter to GH PhysioCare using this policy. We will acknowledge data-protection complaints within our 72-hour commitment, investigate them appropriately and communicate the outcome.
Care Quality Commission (CQC)
Concern about care quality. CQC uses information to inform its regulatory work; it does not ordinarily resolve an individual's complaint for them. Whether a particular GH service is subject to CQC registration depends on the activity provided.
Parliamentary and Health Service Ombudsman
If your care was NHS-funded: You may use the applicable NHS complaints route, including the organisation that arranged or commissioned your NHS care. After that process, the Ombudsman may be able to review an unresolved NHS-funded complaint. This route does not generally cover care you paid for privately.
Insurance-Funded Care
If your care is insurance funded, you can directly complain with your insurance providers and they will utilise their formal complaints procedure to resolve the issue.
Document Information
Version: V1.0
Owner: GH Physiocare
Prepared: 28/09/26
Approval Date: 29/09/26
Date of Next Review: 29/09/27
Responsible Person: Designated complaints officer
- Sources:
- GH PhysioCare — ghphysiocare.co.uk
- ICO — Data protection complaints process
- HCPC — Concerns about registered professionals
- CQC — Complaints and care concerns
- Ombudsman — Private healthcare
- ISCAS — Subscriber scheme