Complaints procedure

If you have a complaint or any concern about the level of care that you have received from an osteopath or any other member of staff, please let us know by either speaking to any member of staff or by writing to the principal osteopath: 

 

Mr Melvyn Hughes 

219 West Barnes Lane 

New Malden 

Surrey 

KT3 6HZ

 

If your complaint is about the principal and you do not wish to write to him directly, please contact another osteopath. 

We hope that most problems can be sorted out quickly and easily with the person concerned, however if your problem cannot be sorted out in this way and you wish to make a formal complaint, please let us know as soon as possible. 

We will investigate your complaint immediately and aim to: 

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss this with those concerned if this is your wish.
  • Make sure you receive an apology if this is appropriate.
  • Identify what we can do as a practice to ensure that this problem does not arise again.

 

If you are complaining on behalf of someone else, we will need a note of consent from the person concerned. If you are dissatisfied with the outcome of your complaint you can contact the General Osteopathic Council (GOsC), which is the statutory regulatory body in the UK, their telephone number is: 020 7357 6655