Client Complaint Process
We endeavour to offer the best service to all our clients. If you feel we have fallen short please feel free to discuss this with any staff member. If the issue is not resolved to your satisfaction they will suggest you contact our Register Manger, to whom you may talk to informally discuss the problem and offer you further advice on our formal complaints procedures.
If you wish to follow this, please let us know as soon as possible after a problem or issue arises. If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
Within 6 months of the incident that caused the problem,
Within 6 months of discovering that you have a problem, provided this is within 12 months.
The clinic will acknowledge your complaint within two working days and aim to have looked into your complaint within 28 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved.
When the practice looks into your complaint it aims to:
Ascertain the full circumstances of the complaint;
Make arrangements for you to discuss the problem with those concerned, if you would like this;
Make sure you receive an apology, where this is appropriate;
Identify what the practice can do to make sure the problem does not happen again.
Please send your complaint and or comment to: Matt Konopinski, Registered Manager, Rehab 4 Performance, Unit 12B, Matchworks, 140 Speke Road, Liverpool, L19 2RF.
Please include the following information:
- Date of complaint / comment: