Process Complaints
Callum Rigg Physiotherapy
Effective Date: 26.08.26
Review Date: 26.08.27
As a sole trader providing physiotherapy services, I am committed to delivering high-quality care professionally and respectfully. However, I recognise that, on occasion, patients may have concerns or complaints. This complaints procedure ensures that any issues are handled promptly, fairly, and professionally, in line with Health and Care Professions Council (HCPC) and Chartered Society of Physiotherapy (CSP) guidelines.
For further guidance, patients may refer to:
· HCPC Complaints & Conduct: www.hcpc-uk.org/concerns
· CSP Guidance on Complaints Handling: www.csp.org.uk/professional-clinical/professional-guidance/complaints-handling
Definition of a complaint
A complaint is any expression of dissatisfaction about the care or service provided, whether justified or not.
How to Raise a Complaint
If a patient has a concern about any aspect of my service, they can raise a complaint in the following ways:
· Verbally – By discussing concerns with me directly.
· In Writing – By sending a formal complaint via email to:
callumrigg97@outlook.com
Patients are encouraged to provide full details of their complaint, including relevant dates, treatment information, and the outcome they are seeking.
Complaints Handling Process
Upon receiving a complaint, I will follow this process:
Acknowledge the Complaint
· I will acknowledge receipt of the complaint within 5 working days.
· If the complaint was made verbally, I will confirm the key points in writing.
· Complaints should ideally be raised within 6 months of the incident or awareness of the issue.
Investigate the Concern
· I will review the complaint, including relevant treatment records and any supporting details.
· If necessary, I may request further information from the patient.
· If the complaint relates to clinical care, I may seek independent professional advice.
Respond to the Complaint
· A written response will be provided within 14 working days (or a timeframe agreed with the patient if further investigation is required).
· The response will include:
o A summary of the concern.
o Findings from the review.
o Any action taken or proposed resolution.
Escalation (If Not Resolved)
If the patient is not satisfied with the outcome, they may escalate the complaint to:
· Health and Care Professions Council (HCPC) – If the concern relates to professional misconduct or competence.
o Website: www.hcpc-uk.org/concerns
o Phone: 0300 500 6184
· Chartered Society of Physiotherapy (CSP) – If the patient believes professional standards have not been met.
o Website: www.csp.org.uk/professional-clinical/professional-guidance/complaints-handling
o Phone: 020 7306 6666
· Patient’s Private Health Insurer – If treatment was funded through insurance and the concern relates to billing or service quality.
Confidentiality & Record-Keeping
· All complaints will be handled confidentially in accordance with GDPR.
· Complaint records will be securely stored for a minimum of 7 years.
· Information will only be shared when necessary to investigate or resolve the issue.
· Patients can be supported by a friend, family member or advocate, an interpreter if needed – aligning with equality and accessibility.
Learning & Continuous Improvement
· Any complaints received will be reviewed periodically to identify areas for improvement.
· If necessary, I will undertake further training to ensure best practice in patient care and communication.
Review & Updates
This complaints procedure will be reviewed annually or as required based on regulatory guidance.
Signed: Callum Rigg
Date: 26.08.26