Complaints Policy — One Body LDN
Last Updated: August 2026
At One Body LDN Ltd, we are committed to delivering high-quality, evidence-based clinical care and professional service. We recognise that issues or misunderstandings can occasionally arise, and we welcome patient feedback as a vital part of our clinical governance and continuous improvement. This policy outlines how to raise a concern or formal complaint, how we investigate it, and how we work to resolve it fairly and transparently.
1. Who We Are & Our Regulatory Commitments
One Body LDN Ltd operates multidisciplinary clinics led by Health & Care Professions Council (HCPC) registered physiotherapists and other regulated healthcare professionals. Our practice strictly adheres to professional codes of conduct established by our governing bodies, including the HCPC, the Chartered Society of Physiotherapy (CSP), the General Osteopathic Council (GOsC), the General Chiropractic Council (GCC), and the AACP (where applicable).
In line with healthcare best practices and our professional Duty of Candour, we promise to handle all complaints openly, honestly, confidentially, and without fear of discrimination or impact on your future care.
2. Scope: What Counts as a Complaint?
You may submit a complaint if you feel that:
- Clinical assessment, diagnosis, or treatment fell below reasonable professional standards
- Communication, staff conduct, or clinic environment was inappropriate, disrespectful, or unsafe
- Appointments, cancellations, billing, or insurance claims were mishandled
- Personal data handling, privacy, or consent protocols were breached
- A previously raised informal concern was not satisfactorily addressed
3. How to Submit a Formal Complaint
To ensure your complaint is logged, tracked, and investigated impartially, formal complaints must be submitted through our official digital channels:
- Official Submission Route: Visit the Client Hub and complete our secure “Raise a Concern” Form.
- Unmonitored Channels Notice: In accordance with Section 5.3 of our Terms & Conditions, messages sent via social media direct messaging, automated text alerts, or replies to no-reply email addresses are unmonitored for operational complaints and do not constitute valid notice.
Optional Informal Step: If appropriate, you may discuss minor concerns directly with your treating clinician or reception team during your visit. Many operational questions can be resolved immediately. If you prefer not to speak to the clinician, or if the issue remains unresolved, please proceed to the formal Client Hub submission.
Complaints can be made by you or by someone acting on your behalf (for example, a family member or carer). If a complaint is made on behalf of an adult patient, we may need written consent from that person before we can discuss clinical details or share a full response.
4. Our Investigation & Review Process
Receipt & triage
All formal complaints submitted via the Client Hub are logged in our clinical governance system and triaged by a senior manager or Clinical Director. The level of review is proportionate to the seriousness, complexity, and potential impact on patient safety.
Investigation where appropriate
For complaints that require formal investigation, we may review clinical documentation, booking logs, payment records, and relevant written or recorded notes, and speak with staff involved. Less complex concerns may be resolved through local discussion or clarification without a full investigation.
Outcomes and communication
Where a formal investigation has been carried out, we will usually provide you with an outcome explaining our findings and any actions taken or proposed. For lower‑level concerns, general feedback, or complaints that repeat issues we have already addressed, feedback and learning may be captured internally without a personal response.
5. Response Timelines
We review and prioritise complaints based on their seriousness, complexity, and potential impact on patient safety or the quality of care. Serious clinical or safety‑related complaints are prioritised for formal review.
We may not provide an individual written response to every concern submitted. Where we do provide a substantive response following a formal investigation, we aim to do so within a reasonable timeframe. Complex cases, or those requiring information from third parties (for example, insurers or host facilities), may take longer.
6. External Escalation & Independent Review
If you receive a formal written response and remain dissatisfied with the outcome, you have the right to escalate your complaint externally to the relevant professional regulator or advisory body:
- Physiotherapy Care: Health & Care Professions Council (HCPC) — www.hcpc-uk.org | Chartered Society of Physiotherapy (CSP) — www.csp.org.uk
- Osteopathy Care: General Osteopathic Council (GOsC) — www.osteopathy.org.uk
- Chiropractic Care: General Chiropractic Council (GCC) — www.gcc-uk.org
- Consumer Rights & Advice: Citizens Advice Bureau — www.citizensadvice.org.uk
7. Clinical Governance & Continuous Improvement
Data gathered from reviews is evaluated during periodic management audits to:
- Inform clinician peer reviews and staff retraining
- Update clinical safety, hygiene, and administrative protocols
- Refine patient communications and service transparency
8. Company Identity & Registered Office
- Company Name: One Body LDN Ltd
- Registered Office: The Retreat, 406 Roding Lane South, Woodford Green, Essex, England, IG8 8EY
- ICO Registration Number: ZA789544