Complaints Policy and Procedure – Physio From Home

Last Updated: February 2026

1. Introduction

At Physio From Home, we are committed to providing a high-quality service. However, we recognise that sometimes things may not go as expected. We value all feedback, including complaints, as they help us to improve our services.

This policy outlines how you can make a complaint and how we will handle it. We aim to resolve all complaints fairly, efficiently, and as quickly as possible.

2. What is a Complaint?

A complaint is an expression of dissatisfaction about:

• The standard of service you have received
• The behaviour or conduct of our staff or contracted physiotherapists
• The clinical care or advice you have received
• Our policies or procedures
• Any other aspect of our service

3. Who Can Make a Complaint?

A complaint can be made by:

• A patient who has used our service
• A representative acting on behalf of a patient (with their consent)
• An NHS trust or corporate partner using our referral system

4. Time Limits

We recommend that complaints are made as soon as possible after the event, ideally within 3 months. This allows us to investigate while the details are fresh. However, we will consider complaints made outside this timeframe where there are good reasons for the delay.

5. How to Make a Complaint

Step 1: Informal Resolution

Many concerns can be resolved quickly and informally. If you have a concern, please contact us at help@physiofromhome.com with your patient reference number. Our team will try to resolve the issue immediately or within 2 working days.

Step 2: Formal Complaint

If you are not satisfied with the informal resolution, or if you wish to make a formal complaint, please email us at help@physiofromhome.com with the subject line “Formal Complaint”. Please include:

• Your full name and contact details
• Your patient reference number
• A clear description of your complaint
• The date(s) the incident(s) occurred
• Any relevant supporting information
• What outcome you are seeking

6. Our Complaints Procedure

Acknowledgement: We will acknowledge your formal complaint within 3 working days of receipt.

Investigation: Your complaint will be investigated by an appropriate member of our team. For clinical complaints, this may involve consultation with the physiotherapist who reviewed your case.

Response: We aim to provide a full written response within 20 working days. If the investigation is complex and requires more time, we will contact you to explain the delay and provide an expected timeframe.

Resolution: Our response will include the findings of our investigation, any actions we will take, and information about how to escalate if you remain dissatisfied.

7. If You Remain Dissatisfied

If you are not satisfied with our response, you may escalate your complaint to:

For Clinical Complaints:

Health and Care Professions Council (HCPC) – the regulatory body for physiotherapists

Website: www.hcpc-uk.org

Phone: 0300 500 6184

For Service Complaints:

The Chartered Society of Physiotherapy (CSP) – if the physiotherapist is a member

Website: www.csp.org.uk

For Data Protection Complaints:

Information Commissioner’s Office (ICO)

Website: www.ico.org.uk

Phone: 0303 123 1113

8. Confidentiality

All complaints will be handled confidentially. Information will only be shared with those who need to know in order to investigate and resolve the complaint. We will comply with the UK GDPR and Data Protection Act 2018 when handling your personal information.

9. Learning from Complaints

We use complaints as an opportunity to improve our services. All complaints are logged and reviewed regularly to identify patterns and areas for improvement. Significant complaints are discussed at management level to ensure appropriate actions are taken.

10. Contact Us

Email: help@physiofromhome.com

Subject Line: “Formal Complaint” for formal complaints

Website: www.physiofromhome.com