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 the steps below:

How to complain

Most problems are best resolved when they arise, please speak to one of the Reception team and they will try to resolve your query.  However, if you wish to make a more formal complaint then please do this as soon as possible, preferably within a few days to enable us to address the matter promptly.

If your concern is of a clinical nature, we will ask the chiropractor treating you to contact you. Many formal complaints arise from misunderstandings that can often be resolved through clear communication and explanation.

If you are uncomfortable speaking with your chiropractor or are dissatisfied with their response, please contact our Practice Manager, Linda Feltham.

Linda can be contacted by email: admin@wellnessvitalitychiro.co.uk, by letter to Wellness & Vitality Chiropractic, 33 Crouch Street, Banbury OX16 9PR or you may ask for an appointment with her.

Please be as specific as possible about the complaint that you wish to make to allow us to investigate the matter thoroughly.

Linda, who is not a chiropractor, will refer clinical or treatment-related complaints to Dr Kerry Sissins for further investigation. Kerry will handle your complaint seriously and, if justified, propose a resolution.

The action/s we will take:

We will acknowledge your complaint within 24 hours of receipt.  We aim to resolve your complaint as soon as possible but we will send you a final response within 4 weeks.

Complaining on behalf of someone else

We observe strict rules of confidentiality. If someone is complaining on your behalf, we will require written authority from you so that they can act on your behalf.

What can I do if I’m not satisfied with how my complaint has been handled?

If you remain dissatisfied, you may contact the United Chiropractic Association via:

  • The UCA will investigate your complaint and, if justified, propose a remedy.

If you still have concerns, you may refer the matter to the profession’s statutory regulator, the General Chiropractic Council.

The link below will take you to their Make a Complaint page where you will find information on how to make a complaint about a chiropractor

 https://www.gcc-uk.org/concerns-about-a-chiropractor/make-a-complaint