Concerns and Complaints Procedure

Patient Satisfaction and Complaints Procedure

At our clinic, patient satisfaction is always our highest priority. However, we understand that concerns may arise from time to time.

We encourage you to raise any concerns with us as soon as possible, rather than delaying for weeks or months, to help us respond promptly, courteously, and fairly. If you have suggestions on how we might resolve your issue, sharing them can also be helpful.

If you wish to make a complaint, please follow our four-stage procedure below:

Stage 1: Speak with Your Chiropractor

• Please initially raise your complaint with the chiropractor treating you. Many formal complaints arise from misunderstandings that can often be resolved through clear communication and explanation.
• We take your concerns seriously and will provide a written response outlining our proposed steps to address or progress the matter.

Stage 2: Contact Our Office Administrator

• If you are uncomfortable speaking with your chiropractor or are dissatisfied with their response, please contact our office administrator, Jackie Green, via:
  • Phone: 0121 355 4272
  • Email: admin@the-chiropractors.com
  • Post: 108 Birmingham Road, Sutton Coldfield, West Midlands B72 1LY.
• Jackie, who is not a chiropractor, will refer clinical or treatment-related complaints to another chiropractor for further investigation. This chiropractor will handle your complaint seriously and, if justified, propose a resolution.

Stage 3: Escalate to the United Chiropractic Association (UCA)

• If you remain dissatisfied, you may contact the United Chiropractic Association Arbitration Officer via:
  • Phone: 01273 324857
  • Post: 158b Church Road, Brighton and Hove, Hove BN3 2DL
  • Website: United Chiropractic Contact Us.
• The UCA will investigate your complaint and, if justified, propose a remedy.

Stage 4: Complain to the General Chiropractic Council (GCC)

• If the previous steps do not resolve your concerns, you may escalate your complaint to the General Chiropractic Council (GCC) via:
  • Phone: 0207 713 5155
  • Post: Park House, 186 Kennington Park Road, London SE11 4BT.
• This is a serious step, as the GCC investigates allegations of unacceptable professional conduct. Their process is formal and akin to a court of law, involving hearings under oath, cross-examination of witnesses, and rulings by the Professional Conduct Committee.
• Please note, the GCC does not have the power to award compensation or recommend ex gratia payments.

Note: You are free to omit any of the above stages if you wish.