Complaints Policy — One Body LDN

Who we are

One Body LDN is a multi-location physiotherapy and sports injury clinic led by HCPC-registered physiotherapists and other regulated professionals. We operate in line with professional standards and codes of conduct, including those associated with: HCPC, CSP, GOsC, GCC, and AACP (as applicable).

Our complaints process reflects UK best practice and relevant legal standards, including principles under the Consumer Rights Act 2015 and applicable healthcare professional standards.

What counts as a complaint?

You may wish to raise a complaint if you feel:

• the service or clinical care was poor

• you were treated unfairly, rudely, or disrespectfully

• your appointment, communication, or billing was mishandled

• there was a concern relating to privacy, consent, or professionalism

• you are dissatisfied with how a previous concern was handled

We welcome feedback — it helps us improve.

How to raise a complaint

All formal concerns and complaints should be submitted via our Client Hub. This ensures the right team receives the full details and your complaint is tracked properly.

Step 1 — Speak to your clinician (optional)

Many issues can be resolved quickly. If you feel comfortable, you may raise the concern directly with the clinician involved during or after your appointment.

Step 2 — Submit a formal concern via the Client Hub

If the issue remains unresolved, or you prefer not to speak to the clinician, please submit a formal concern through our Client Hub page.

How we handle complaints

• Your complaint will be reviewed by a senior team member or clinic lead (and, where possible, someone not directly involved).

• We treat all complaints confidentially and respectfully.

• We may contact you if we need clarification or further information.

• We will provide a written outcome once the review is complete, including any actions taken or proposed resolution.

Response times

We aim to:

• acknowledge your complaint within 10 working days, and

• provide a full written response within 30 working days.

Some complaints are more complex and may take longer. If so, we will update you within the timeframe above and provide a revised response date.

Escalating your complaint

If you remain unhappy with our response, you may escalate externally to the relevant professional body (as applicable):

• Physiotherapy: HCPC or CSP

• Osteopathy: GOsC

• Chiropractic: GCC

You may also seek independent advice via Citizens Advice, or contact your private health insurer if your appointment was funded under a policy.

Our commitment to improvement

We log and review formal complaints as part of our clinical governance. We use learning from complaints to:

• retrain staff

• improve systems and processes

• update policies and communications

• strengthen patient safety and service quality

Thank you for raising concerns — it helps us improve.