Complaints Policy and Procedures for Patients


We aim to provide the highest quality services possible through the delivery of safe, effective and person-centred care. Whilst the vast majority of users have a good experience, we do not underestimate the emotional, and sometimes physical, impact on users and families who have a less positive experience.

We use the views and experiences of people who use our services to make continuous improvements. Our complaints process is a key component of this.

Heal Physiotherapy Principles for Managing Complaints

  • Heal Physiotherapy aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response The first stage is local resolution whereby your complaint would take the form of a verbal or written submission to the clinician who treated you or team member involved. Local resolution exists to help resolve complaints quickly where a more formal complaint may not be required. For example the complaint may be the result of a simple misunderstanding where verbal explanation and if necessary an apology could resolve the complaint.
  • If you would like your complaint to be dealt with by a member of our senior management team and they are available then they are asked to attend.  If there are no senior managers or Directors available you will be asked if you are happy to be contacted by a manager and your contact details and the nature of the complaint will be raised with them.
  • A member of our senior management team will contact you to discuss your complaint further.
  • If the local resolution process is not successful then you can make a more formal complaint detailed below. Heal Physiotherapy will ensure that all complaints are handled promptly, openly, and thoroughly
  • Heal Physiotherapy complaints procedure will be fair to the complainant and staff
  • Heal Physiotherapy will ensure the process is supportive and will lead to improvement in the standards of service delivery and patient care
  • Heal Physiotherapy will carry out an investigation to find a resolution
  • If a resolution cannot be reached, Heal Physiotherapy will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate).

How to Complain

If you are not happy with your experience or treatment, or that of someone you care about, we would encourage you first speak to the person responsible for providing the care and resolving problems – for example the clinician or therapist in charge of your care, receptionist or the practice manager at Heal Physiotherapy Ltd.

If you are not satisfied with the outcome of this resolution, you can contact us via the details below to make a formal complaint in writing.

If you wish to complain about your treating clinician, therapist, or a member of the administration or reception staff, but do not wish to contact them directly, you can do so by contacting us via the details noted below, and we will treat your complaint formally in line with our Complaints Policy and Procedure.

For complaints in writing please write a letter or email using the contact information below:

Practice Manager
Heal Physiotherapy
14 Dudhope Street




Where to get independent advice if unhappy?

Any complainant who is still unhappy after we have concluded our investigations and provided a response can seek an independent review by contacting the Health Service Ombudsman as follows:

The Parliamentary & Health Service Ombudsman
Millbank Tower

T: 0345 015 4033


Healthcare Improvement Scotland can help patients if they are unhappy about the result of a concern or complaint they have made about a service. We will advise our patients to contact Healthcare Improvement Scotland at any point if they are unhappy about the result of a concern or complaint they have made to us.

Healthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent


EH12 9EB


Telephone: 0131 623 4300


The Health and Care Professions Council (HCPC) is the regulatory body that handles complaints concerning the professional conduct and performance or fitness to practice of a physiotherapy registrant.

They can be contacted at


The Chartered Society of Physiotherapy (CSP) is responsible for maintaining and protecting the reputation of the physiotherapy profession as well as that of the Society.

If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email

Or you can write to the Chartered Society of Physiotherapy:

Chartered Society of Physiotherapy
14 Bedford Row