Complaints Policy

Informally, first

In most cases, the quickest route is to speak directly with your physiotherapist or our reception team — many concerns can be resolved on the spot.

Formally, in writing

If you'd rather raise a formal complaint, or the informal conversation hasn't resolved things, please write to us at admin@bpr.rehab, through your patient portal (Messages section), or by phone.

What to include

Please include your name, contact details, the date of the treatment or interaction in question, and a description of what happened. This helps us investigate quickly.

Acknowledgement — within 3 working days

We'll confirm receipt of your complaint by email or phone, and explain the next steps.

Investigation — within 20 working days

We'll investigate your complaint thoroughly and provide a full written response, normally within 20 working days. If we need more time due to the complexity of the case, we'll let you know and give you a revised timeframe.

Confidentiality

Your complaint will be handled confidentially and will not affect the quality of care you continue to receive in any way.

Internal review

You can ask for our response to be reviewed by a senior member of the clinical team who was not directly involved in the original case.

Professional regulators

If your complaint relates to the professional conduct of a registered physiotherapist, you may also contact the Health and Care Professions Council (HCPC) — hcpc-uk.org — or the Chartered Society of Physiotherapy (CSP).

Data protection

If your complaint is about how we handle your personal data, you can contact the Information Commissioner's Office (ICO) — Tel: 0303 123 1113, Website: ico.org.uk. See also our Privacy Policy.