We want you to feel listened to and treated fairly. If something has fallen short, please tell us. We take concerns about clinical care, communication, fees, accessibility and privacy seriously. Raising a concern will not result in unfair treatment or disadvantage to your care.
How to tell us
You may speak to your clinician or reception, or ask for your concern to go directly to the clinic manager. You do not have to complain to the person involved. We accept concerns by telephone, email, letter or in person. We can discuss communication support or another accessible way to raise your concern.
For the attention of the Clinic Manager
Warwick Health, Northgate House, Northgate South Side, Warwick, CV34 4JH
01926 356631 • reception@warwickhealth.co.uk
Please tell us what happened, when it happened, who was involved and what you would like us to do. Include your preferred contact details. You may ask someone to help you; we will check their authority before discussing confidential information. For a child, we will consider parental responsibility, the child’s understanding and confidentiality.
What happens next
We aim to acknowledge your complaint within 3 working days and explain who will handle it. Someone appropriate will review the records, speak to those involved and consider your account. If the complaint concerns the usual complaints lead, it will be assigned to another suitable person who was not directly involved.
We aim to give a full response within 20 working days of receiving the complaint. If more time is needed, we will explain why, keep you updated and give a revised response date. Our response will explain our findings, any apology or remedy, changes we will make and your options if you remain dissatisfied.
We handle complaints discreetly, sharing information only as necessary for investigation, professional advice, safeguarding or legal duties. Please raise concerns as soon as reasonably possible, but we will not automatically reject a concern simply because time has passed. Any urgent safety issue will be addressed promptly.
If you remain concerned
Ask the clinic manager for a further review and explain which points remain unresolved. You may also contact the relevant body directly; our internal process does not prevent this.
Chiropractor fitness to practise or professional conduct: General Chiropractic Council — www.gcc-uk.org/concerns-about-a-chiropractor/raise-a-concern
Physiotherapist fitness to practise or professional conduct: Health and Care Professions Council — www.hcpc-uk.org/concerns/raising-concerns/
Personal information: Information Commissioner’s Office — ico.org.uk/make-a-complaint/
Professional regulators consider matters within their remit; they do not generally resolve ordinary fee disputes or award compensation. For massage or other services, we can identify any applicable practitioner register or professional body.