Complaints Procedure

Focus Chiropractic has a complaints procedure for patients should you be unsatisfied with your experience. Focus Chiropractic believes that most complaints may be effectively dealt with at the time they arise. However, some situations may require further investigation.

Unfortunately, there are some areas of a complaint that may not, for legal or other reasons be dealt with by the practice. If you do have a complaint and we are unable to deal with it we will inform you of this, together with the reason why and provide you with details of who may be contacted in order to pursue the complaint further.

Focus chiropractic complaints procedure involves 3 stages. Should the first stage fail to resolve your complaint, you will be referred to the next stage. The outcome of any of these 3 stages will be confirmed to you in writing.

1) Initially we will ask you to address your concerns in writing to your chiropractor, who will attempt to address the issue to your complete satisfaction by speaking to you as soon as possible. The aim is to acknowledge your complaint within 3 working days and give you an explanation or arrange a meeting within 1 week. If you would find it too difficult or uncomfortable speaking directly to us, then the appropriate step is to refer you to the next stage or speak to another member of the team (if available). However, we hope that most patients will feel able to talk through their concerns directly with their chiropractor after setting out the complaint in writing which can be done via email to karl@focuschiropractic.co.uk, or by post to Focus Chiropractic, The Lambourn, Wyndyke Furlong, Abingdon, OX14 1SP. Lastly, if you would prefer to speak over the phone or meet in person to discuss your complaint, you can do so by contacting us directly on 07476 834172.  

2) If a satisfactory outcome is not available via these avenues we will direct your concerns to our professional association, the United Chiropractic Association (UCA). The UCA can be contacted by writing to the ‘Peer and Ethics Committee’ at Unit 57 Basepoint Centre, Metcalf Way, Crawley, RH11 7XX or by telephone on 01293 817175.

3) Finally, should the issue not have been resolved via any of these avenues, you can pursue a formal complaint to the General Chiropractic Council (GCC), the regulatory body of the Chiropractic Profession at 44 Wicklow Street, London WC1X 9HL.