Complaints Procedure

How to raise a concern

Most issues can be resolved quickly and informally. If something is on your mind, the simplest first step is to mention it directly during or after your appointment, so it can be addressed straight away.

If you’d prefer to put it in writing, or your concern wasn’t resolved at the time, please contact:.

Kirstie Cousins
Leytonstone Osteopaths Ltd

29 Queens Road
London
E11 1BA

Email: osteo@leytonstoneosteopaths.com
Telephone: +44 (0)7863 785925

Please include your name and contact details, the date of the appointment in question, and a brief description of what happened and what outcome you’re hoping for.

 

What happens next

Written complaints will be acknowledged within 5 working days of being received. A full response will normally follow within 20 working days. If the matter is complex and needs longer to look into properly, you’ll be kept informed of the reason for any delay and given a revised timescale.

Where helpful, you’ll be offered the chance to discuss your concern in person or by phone, so it can be fully understood and the best way forward agreed.

 

Confidentiality

All complaints are handled sensitively and in confidence. Information is shared only with those who need it to investigate and respond, and in line with data protection requirements. A record of the complaint and its outcome is kept separately from your clinical notes.

 

If you remain unsatisfied

The aim is always to resolve concerns directly. However, if you’re not satisfied with the response, you have the right to contact the General Osteopathic Council (GOsC), the regulator responsible for osteopathy in the UK:

General Osteopathic Council

Osteopathy House
176 Tower Bridge Road
London
SE1 3LU

Telephone: 020 7357 6655

Email: info@osteopathy.org.uk
Website: www.osteopathy.org.uk