Complaints Pathway

If we introduced you to the practitioner

When a practitioner came through us, we have a relationship with them and we use it. Quote your PN reference so we can find the introduction.

Step 1. Tell us what happened

Email info@physionearby.uk or message us on WhatsApp. Tell us what happened, when, and what outcome you are hoping for. You do not need to write it formally, and you do not need to have worked out whose fault it was.

We acknowledge within 3 working days and give you a full response within 20 working days. If it takes longer we will tell you why and keep you updated.

We handle complaints by email and WhatsApp, so there is no postal address to write to. If neither of those works for you, say so and we will find a way that does.

Step 2. We take it up with them

With your permission we will:

• raise the concern with the practitioner or clinic directly, so you do not have to;
• ask them to respond to you under their own complaints procedure, and chase them if they do not;
• sit in on or help you prepare for any conversation, if that would help;
• find you a different practitioner if you want to continue treatment elsewhere, at no cost;
• stop referring to that practitioner while we look into it.

We will not share your details with them without your say-so, and you can ask us to stop at any point.

Step 3. If you are still not satisfied

We will help you take it to an independent body and explain which one fits. See the list below. Independent routes are always open to you, and you do not have to come through us first.

If you found the practitioner somewhere else

We have no relationship with that practitioner and no standing to investigate, so we will be straight with you about what we can and cannot do.

We will still help. Get in touch and we will:

• talk it through and help you work out what actually went wrong, which is often the hardest part;
• tell you which independent body handles your particular concern, and how to approach them;
• help you find the clinic's own complaints procedure, or contact them on your behalf to ask for it;
• help you put your complaint into writing if that is the barrier;
• find you a different practitioner if you want to keep going with your rehab.

There is no charge for any of this and you are under no obligation to use our service afterwards. Someone who has had a bad experience with a physiotherapist often gives up on physiotherapy altogether, and that outcome is worse for them than it is for us.

Independent bodies

You can go to any of these directly, at any time.

• Health and Care Professions Council (HCPC), the statutory regulator for physiotherapists. For concerns about a registrant's fitness to practise, conduct or competence. hcpc-uk.org/concerns
• Chartered Society of Physiotherapy (CSP), for concerns about a member's professional conduct. csp.org.uk
• Information Commissioner's Office (ICO), if your concern is about how personal data has been handled. ico.org.uk/make-a-complaint or 0303 123 1113.
• Care Quality Commission (CQC), where the service is a registered provider.
• Your local NHS complaints service or the Parliamentary and Health Service Ombudsman, where NHS care is involved.
• If a practitioner belongs to a specialist body such as AACP, POGP, MACP or ACPIN, that body may also have a route. Ask us and we will find out.

Complaints about us

If the problem is with PhysioNearby itself, the match we made, how long we took, how we handled your information, or anything else, use the same address: info@physionearby.uk. Same 3 and 20 working day commitments.

For data protection concerns specifically, please give us the chance to put it right first, then the ICO route above is always open to you. See our privacy policy.

How we handle complaints

Complaints are recorded, investigated fairly and kept confidential, seen only by the people who need to see them to sort it out. We keep a record of what was raised and what we changed as a result, because it is one of the more useful ways we find out where the service is weak.

Raising a concern will never disadvantage you or affect our willingness to help you find care.