Complaints Policy & Procedure

Effective Date: 07/09/2023

Fleet physio and wellness/ Debennesse women’s wellness Complaints Procedure

At Fleet physio and wellness/ Debennesse women’s wellness we are committed to providing high-quality physiotherapy and wellness services. We value feedback from our clients and take complaints seriously. This complaints procedure is designed to ensure that any concerns or complaints are handled efficiently, fairly, and in accordance with HCPC guidelines.

1. Making a Complaint:
Clients who wish to make a complaint can do so in the following ways:
Verbally, by speaking to a member of our staff in person or over the phone at 07971131585
In writing, by sending a letter or email to Elrina Pretorius at

2. Acknowledgment of Complaint:
We will acknowledge all complaints within 5 working days of receipt. If a complaint is made verbally, we will provide written confirmation of the complaint details.

3. Investigation:
Elrina Pretorius, who is responsible for handling complaints, will conduct a thorough and impartial investigation. This may involve gathering information from staff members, reviewing client records, and speaking to the complainant.

4. Resolution:
We will aim to resolve the complaint within 14 working days from the date of acknowledgment. If the complaint is complex and requires more time, we will keep the complainant informed of progress.

5. Response to Complaint:
We will provide a written response to the complainant, which will include:
Details of the investigation.
Findings of the investigation.
Any actions taken or proposed to address the complaint.
Information about the client’s right to escalate the complaint to the HCPC if they remain dissatisfied with our response.

6. Escalation to HCPC:
If the client is not satisfied with our response or if we fail to respond within the specified time frame, they have the right to escalate the complaint to the Health and Care Professions Council (HCPC). We will provide them with information on how to do this.

7. Learning and Improvement:
We view complaints as an opportunity to learn and improve our services. We will use feedback from complaints to identify areas where we can make positive changes to prevent future issues.

8. Confidentiality:
We will handle all complaints confidentially and in accordance with data protection laws. Only those directly involved in the investigation will have access to complaint information.

9. Record-Keeping:
We will maintain a record of all complaints and their resolutions for a minimum of 2 years. These records will be securely stored.

10. Review:
We will review and update this complaints procedure annually to ensure it remains compliant with HCPC guidelines and reflects best practice.

Contact Information for Complaints:
Fleet physio and wellness/ Debennesse women’s wellness
36 Wintney street, Fleet, GU511AN

HCPC Contact Information:
Health and Care Professions Council (HCPC)
Park House,
184 Kennington Park Road,
London, SE11 4BU

Date of Last Review: 5/09/2023

By following this complaints procedure, your physiotherapy and wellness practice can ensure that complaints are handled professionally and in accordance with HCPC guidelines, ultimately improving client satisfaction and the quality of your services.