We aim to provide excellent care for every patient, but if something falls short we genuinely want to know. Raising a concern will never affect the standard of care you receive, and every complaint is taken seriously, handled confidentially, and used to improve the service.
Most concerns can be sorted out quickly and informally. If something isn't right — with your treatment, an appointment, billing, or anything else — please raise it with your physiotherapist at your appointment, or contact us on 07481 116 752 or at [email protected]. We'll do our best to resolve it there and then.
If you'd rather make a formal complaint, or an informal conversation hasn't resolved things, put your complaint in writing to [email protected] (or by post to PhysioHub, Treatment Room, Anytime Fitness Uckfield, Suite 4, Bell Lane, Uckfield, TN22 5DQ). Please include what happened, when, and what outcome you're hoping for.
We will acknowledge your complaint within 3 working days and give you a full written response within 20 working days. If the investigation takes longer, we'll keep you updated on progress and explain the delay.
If you feel your complaint hasn't been resolved, you can escalate it to an independent body. Contact us on +44 (0)7909 309 881 and we will guide you to the relevant independent body for your concern — such as the Health and Care Professions Council (HCPC, the regulator for physiotherapists in the UK), the Chartered Society of Physiotherapy (CSP), or the Information Commissioner's Office (ICO) if your complaint is about how your personal data has been handled (see our privacy policy).
Complaints are recorded, investigated fairly, and kept confidential — only the people needed to investigate will see the details. We keep a record of complaints and what we changed as a result, because they're one of the most useful ways we improve. Making a complaint will never disadvantage you or affect your access to care.
If you're unsure whether something is "worth complaining about" — it is. Feedback of any kind helps us do better.