The legal nuts and bolts

At Back 2 Balance Chiropractic Clinic, we are committed to providing high-quality care and excellent service. However, we recognise that there may be occasions when patients or visitors feel dissatisfied. This policy ensures that complaints are handled promptly, fairly, and confidentially. This policy applies to all patients and visitors and covers all aspects of the clinic’s operations, including clinical care, customer service, and administrative processes.

Complaints Procedure:

a) Informal Complaints: 

We encourage patients to raise concerns directly with the staff member involved at the earliest opportunity. Many issues can be resolved quickly and informally through open communication.

b) Formal Complaints: 

If a concern cannot be resolved informally, patients may submit a formal complaint in writing via email or post.

All formal complaints will be acknowledged within 2 working days of receipt. The acknowledgment will include the name of the person handling the complaint and an estimated timeframe for a full response.

If the complaint is about a practitioner, then you may bring any grievance to the attention of the McTimoney Chiropractic Association (MCA) by calling 01491 829 211. The MCA will be happy to advise you further including your right to contact the General Chiropractic Council.

Response to Complaints:

A written response will be provided within 20 working days of acknowledgment. If additional time is required, we will inform you of the reason and provide an expected completion date.

Confidentiality:

All complaints will be handled in line with data protection laws and the clinic’s confidentiality policy. Information will only be shared with individuals directly involved in the investigation and resolution process.

Recording Complaints:

All complaints will be logged and documented, including details of the complaint, investigation, and outcome. The complaints log will be reviewed regularly to identify trends and areas for improvement.