Complaints Policy One Body LDN
Last Updated: July 2025
At One Body LDN, we take all patient feedback and concerns seriously. Your safety, satisfaction, and trust are at the heart of our care. While we aim to deliver exceptional clinical outcomes and customer service, we understand that issues may occasionally arise. This page explains how you can raise a complaint and how we will handle it with transparency and integrity.
Who We Are
One Body LDN is a multi-location physiotherapy and sports injury clinic led by HCPC-registered physiotherapists and regulated professionals. We follow strict standards under governing bodies including the HCPC, CSP, GOSC, GCC, and AACP.
Our complaints process aligns with UK healthcare best practices, including those outlined by the Health and Social Care Act 2008, the Consumer Rights Act 2015, and relevant professional codes of conduct.
What Counts as a Complaint?
You may wish to make a complaint if you feel that:
- You received poor service or clinical care
- You were treated unfairly, rudely, or disrespectfully
- Your appointment, communication, or billing was mishandled
- You believe a breach of privacy, consent, or professionalism occurred
- You are dissatisfied with how a previous concern was handled
We welcome your voice — every complaint helps us learn and improve.
How to Make a Complaint
You can raise a complaint through any of the following methods:
Step 1 – Speak to Your Clinician
Many concerns can be resolved informally and quickly. If you feel comfortable, we recommend starting by speaking directly with the clinician involved.
Step 2 – Contact Management
If the issue remains unresolved or you prefer not to speak directly to the clinician:
Email us at: info@onebodyldn.com
Include:
- Your full name
- Date and location of appointment
- Clinician’s name (if known)
- A clear description of your concern
- Your preferred outcome (if applicable)
We will acknowledge receipt of your complaint within 5 working days and aim to provide a full written response within 14 working days.
How We Handle Complaints
- Your complaint will be investigated by a senior manager or clinic lead not directly involved in the incident
- All concerns are treated confidentially and respectfully
- We will ensure a fair and unbiased process and may contact you for clarification if needed
- You will receive a written outcome, including any actions taken or offers of resolution
- If required, we may suggest referral to the appropriate regulatory body
Escalating Your Complaint
If you are unhappy with our response or wish to escalate the matter externally, you may contact the appropriate professional regulator:
- Physiotherapy – HCPC or CSP
- Osteopathy – GOSC
- Chiropractic – GCC
- Massage therapists (where applicable) – CNHC
You can also seek independent advice via Citizens Advice or your private health insurer if your session was covered under a policy.
Our Commitment to Improvement
Every complaint helps us build a better clinic. We log and review all formal complaints as part of our clinical governance, and use them to:
- Retrain staff
- Update systems and procedures
- Improve communication and service quality
- Maintain compliance with healthcare regulations
We thank you for your feedback, whether positive or critical.
Contact Details
Email: info@onebodyldn.com