Complaints policy

Very occasionally, something might not go according to plan and you might wish to complain.  We take complaints very seriously, so if you have concern about any aspect of your treatment, please let us know the full details as soon as possible.  We will treat it seriously and do our best to deal with it as quickly as we can.

Where necessary, we will also make appropriate changes to the way we conduct our treatments.

You should make your complaint to the practice manager, either in person, by phone, by letter or in an email.  Here are the contact details to use:

Address: Holmwood Clinic, Horsham Road, South Holmwood, Dorking, Surrey, RH5 4NE

Telephone: 01306 898975

Email: hello@holmwoodclinic.co.uk

The practice manager will look into your concern over the following few days and will aim to:

  • Find out what gave rise to your concern

  • Explain or apologise, if this is appropriate

  • Try to alter our procedures so that this problem does not arise again

Mediation

If you feel uncomfortable complaining directly to us or do not feel that your complaint has been resolved to your satisfaction, you can speak to the Academy of Physical Medicine on: 01933 328150 or by emailing them at: hello@academyofphysicalmedicine.co.uk.

The Academy is an independent organisation who will try to help you resolve your complaint.

The General Osteopathic Council/ The Health and Care Professions Council

If you wish to instigate a formal complaint with the regulatory body for osteopaths or Physiotherapists, there is a form on the General Osteopathic Council’s website at:

www.osteopathy.org.uk/raise-a-concern/raising-a-concern/

You can also contact the GOsC by telephone: 020 7713 5155 

Or the HCPC Website at 

https://www.hcpc-uk.org/concerns/raising-concerns/

or contact the HCPC on 0300 500 6184

Many concerns can be resolved directly with the Osteopath/Physiotherapist in question. The GOsC/ HCPC can deal with concerns such as:

However, we want you to contact us immediately in any cases in which the osteopath/Physiotherapist is:

  • acting in a dishonest, indecent or violent way

  • working under the influence of alcohol or drugs

  • having a personal relationship with a patient

  • examining or treating a patient without their consent

  • incompetent

  • treating someone negatively based only on that person’s ethnicity, background, identity or protected characteristics

If you choose to submit a complaint it will initiate a formal, legal process which can take up to 2 years to complete.  

The GOsC/ HCPC will first assess your complaint to discover whether:

  • it falls under their jurisdiction

  • it is serious enough to merit formal action

  • there is sufficient evidence to support the complaint

Once the assessment process has been completed, and where appropriate, your complaint will be passed on to a tribunal, known as the Professional Conduct Committee.

This committee will conduct a hearing, usually in public, which you may attend.  Both parties will be represented by solicitors or barristers.

You should note that, no matter what the outcome, the General Osteopathic Council/ HCPC cannot award compensation.

Data Protection Complaints 

References: 

A. Data Protection Act 2018 (DPA) 

B. UK GDPR 

C.  Data (Use and Access) Act 2025 

The Data (Use and Access) Act 2025 (DUAA) came in to force in June 2025.  It does not replace the DPA or GDPR, but amends certain areas.  One area is the requirement to have a policy specifically related to data protection complaints. 

Principles 

The Practice will take all data protection complaints seriously, treat complainants fairly and respectfully, investigate complaints impartially, respond within reasonable timescales and take corrective action where appropriate. 

How to Make a Complaint 

Complaints may be submitted by email, post, telephone, or in person. Where a complaint is made orally, staff should document the complaint and seek confirmation from the complainant that the record is accurate. 

Information Required 

Complainants should provide their name, contact details, a description of the concern, relevant dates, supporting evidence, and their desired outcome where known. 

Complaint Handling Procedure 

Complaints will be acknowledged within five working days, investigated appropriately, and a written response will normally be provided within one calendar month. Complex matters may be extended by up to two further months where permitted by law. 

Personal Data Breaches 

Where a complaint identifies a potential breach involving sensitive or personal data, the Practice will assess the breach and comply with applicable ICO notification requirements. 

Subject Access Request Complaints 

The Practice will ensure searches are reasonable and proportionate in accordance with current legislation.

Escalation 

If dissatisfied, complainants should first contact the Practice Manager/Clinic Director.  If their issue cannot be resolved this way, then they may contact the Information Commissioner's Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, www.ico.org.uk. 

Complaint Records 

The Practice will maintain a Data Protection Complaints Register and retain complaint records for a minimum of six years from closure unless a longer period is required by law. 

Learning and Improvement 

The Practice will periodically review complaints to identify trends, training needs and opportunities for improvement.

Responsibilities 

The Clinic Director is responsible for overall compliance. All staff (including assistants, associates and consultants working as part of the Practice) must recognise and report complaints, cooperate with investigations and maintain confidentiality. 

 Policy Review 

This policy will be reviewed annually, following significant legislative changes, significant incidents or updated regulatory guidance.