Satisfaction and Complaints Procedure
Welcome to PureChiro Clinic and an exciting future of health and wellness. Everyone in our team is committed to providing exemplary Chiropractic care in a fun, relaxed and educational environment and we look forward to sharing this with you.
What we value above all else, is your satisfaction in our service. As such, whilst thankfully it is rarely required, we wish to take this opportunity to outline our procedure to address any concerns or complaints you may have in the future.
Our complaints procedure involves 4 stages. Should the first stage fail to resolve your complaint, you will be referred to the next stage.
Initially we will ask you to address your concerns in writing to your Chiropractor –who will attempt to address the issue to your complete satisfaction by speaking to you as soon as possible. If you would find it too difficult or uncomfortable speaking directly to the Chiropractor you have seen, the appropriate step is to refer to the next stage. However, we hope that most clients will feel able to talk through concerns directly with The Chiropractor they have come in to see after setting out the complaint in writing.
Should this be unsuccessful, or should you feel uncomfortable dealing with your specific Chiropractic for any reason, we will refer you to our Practice Manager, or another Chiropractor should the issue require specific Chiropractic knowledge.
If a satisfactory outcome is not available via these avenues, we will direct your concerns to our professional association – The United Chiropractic Association. The UCA can be contacted by writing to the ‘Peer and Ethics Committee’ at Unit 57 Basepoint Centre, Metcalf Way, Crawley, RH11 7XX or by telephone on 01293 817175.
With these 3 stages, if the complaint is upheld, consideration will be given to redress your concerns. The outcome of any of those 3 stages will be confirmed to you in writing.
Finally should the issue not have been resolved via any of these avenues, you can pursue a formal complaint to the General Chiropractic Council (GCC), the regulatory body of the Chiropractic Profession at Park house, 186 Kennington Park Road, London SE11 4BT.