COMPLAINTS POLICY AND PROCEDURE
Reviewed January 2026
GUILDFORD CHIROPRACTIC CENTRE
COMPLAINTS POLICY AND PROCEDURE
Policy version: 2026.1
Effective from: January 2026
Review date: January 2027
Responsible person: Practice Manager / Clinic Director
OUR COMMITMENT
At Guildford Chiropractic Centre, we aim to provide safe, professional, evidence-
informed and patient-centred care.
We welcome feedback and take complaints seriously. If you are dissatisfied with any
aspect of the service or care you have received, please let us know. We will listen to
your concerns, investigate them fairly and respond openly and respectfully.
We will not treat a patient differently or disadvantage them because they have
made a complaint.
Our complaints process is intended to resolve concerns promptly where possible,
while ensuring that more serious or complex complaints receive an appropriate and
thorough investigation.
HOW TO RAISE A CONCERN
Many concerns can be resolved quickly by discussing them with the person
involved. If you feel comfortable doing so, you may raise your concern directly with
your chiropractor or another member of the team.
You do not, however, have to raise your concern directly with the person involved.
You may make a formal complaint to the practice instead.
Formal complaints should preferably be made in writing, either by email or letter, so
that we can accurately understand and investigate the issues raised.
Please send your complaint to:
Mrs Annie Hehir
Practice Director
Guildford Chiropractic Centre
Email: info@guildfordchiropractic.co.uk
Alternatively, you may request an appointment with:
Mr Philip Hehir DC
Clinical Director
If you require assistance to make a complaint, please let us know. We will make
reasonable adjustments where appropriate to ensure that our complaints process is
accessible to you.
There is no requirement to use particular wording when making a complaint.
Please provide as much relevant information as possible, including what happened,
when it happened, who was involved and what you would like us to consider or put
right.
WHAT WE WILL DO
-
Acknowledge your complaint
We will normally acknowledge a formal complaint within three working days of
receiving it.
We will confirm that your complaint has been received and, where appropriate,
explain who will be responsible for investigating it.
2. Investigate your complaint
We will investigate your complaint fairly and proportionately.
Depending on the nature of the complaint, this may include:
• reviewing relevant clinical records and other documentation;
• reviewing correspondence or other information provided by you;
• speaking with members of the team involved;
• obtaining a written statement or response from the chiropractor or other
practitioner concerned;
• considering relevant clinical, professional or practice guidance; and
• obtaining appropriate independent clinical advice where this is considered
necessary.
The person investigating the complaint will, wherever reasonably possible, be
independent of the specific events being complained about.
We will approach the investigation objectively and will not assume that either the
patient or the practitioner is correct before the evidence has been considered.
3. Keep you informed
We aim to provide a full written response within 20 working days of receiving a
formal complaint where reasonably practicable.
Some complaints, particularly those involving clinical care or more than one
practitioner, may require more time to investigate properly.
If we are unable to provide a full response within 20 working days, we will explain the
reason for the delay and provide you with an updated timescale
4. Provide a written response
Our response will normally explain:
• the issues we have investigated;
• the information and evidence we have considered;
• the findings of our investigation;
• whether each aspect of the complaint has been upheld, partially upheld or
not upheld, where appropriate;
• any explanation or clarification we believe is relevant;
• any apology where appropriate;
• any action already taken or proposed to address an identified problem; and
• any learning or changes to practice arising from the complaint.
Where something has gone wrong with a patient's care and has caused, or could
have caused, harm or distress, we will seek to be open and honest with the patient
and will consider our professional duty of candour. This may include an apology, an
explanation of what happened, appropriate support or remedy, and an
explanation of actions taken to reduce the risk of recurrence.
CLINICAL COMPLAINTS
Where a complaint relates to clinical care, we may need to review the clinical
records and seek a response from the practitioner involved.
A complaint will not automatically mean that the practitioner has acted improperly
or that the complaint is upheld. We will consider the available evidence fairly before
reaching our conclusions.
Where appropriate, we may seek independent professional advice to help us assess
a clinical issue.
We will respect the confidentiality of patients and practitioners throughout the
investigation and will only share information where this is necessary and appropriate.
COMPLAINTS ABOUT AN ASSOCIATE OR OTHER PRACTITIONER
Where a complaint concerns an associate chiropractor or another practitioner
working at Guildford Chiropractic Centre, the practice may investigate the
complaint on behalf of the clinic and may seek a written response from the
practitioner concerned.
The practitioner will be given a fair opportunity to respond to the concerns raised.
Where appropriate, the practitioner may also be required to notify their professional
indemnity insurer or professional regulator in accordance with their own professional
obligations.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We take confidentiality seriously.
If you are making a complaint on behalf of another patient, we will normally require
the patient's written consent confirming that you are authorised to act on their
behalf.
There may be circumstances where this is not appropriate or possible, for example
where the patient lacks capacity to provide consent. We will consider such
circumstances individually and in accordance with applicable confidentiality anddata protection requirements.
CONFIDENTIALITY AND RECORD KEEPING
Information relating to a complaint will be handled confidentially and in
accordance with applicable data protection legislation and our confidentiality
obligations.
We will keep an appropriate record of complaints, including the investigation,
outcome and any actions arising from the complaint.
Complaints may be reviewed as part of our clinical governance and quality-
improvement processes. Where complaints identify opportunities to improve our
services, we will consider and implement appropriate changes.
Our aim is not simply to resolve individual complaints but also to learn from them and
reduce the likelihood of similar problems occurring in the future.
IF YOU ARE NOT SATISFIED WITH OUR RESPONSE
If you remain dissatisfied after receiving our final response, please let us know so that
we can consider whether any further clarification or review is appropriate.
You also have the right to raise concerns about a chiropractor with the General
Chiropractic Council (GCC), the statutory regulator for the chiropractic profession in
the UK.
The GCC can investigate concerns relating to a chiropractor's professional conduct,
competence or fitness to practise.
Further information about raising a concern with the GCC can be found at:
General Chiropractic Council
Park House
186 Kennington Park Road
London
SE11 4BT
Telephone: 020 7713 5155
Email: investigation@gcc-uk.org
Website: www.gcc-uk.org
Patients can also find information about raising a concern directly with the GCC
through its website.
The GCC is a statutory regulator and is separate from professional associations such
as the British Chiropractic Association.
OUR EXPECTATIONS
We will treat all patients and complainants with courtesy, respect and
understanding.
We ask that anyone making a complaint also communicates with our staff and
practitioners respectfully. We will not tolerate abusive, threatening or discriminatory
behaviour.
Where a complaint is made in good faith, it will be taken seriously and will not affect
a patient's right to receive appropriate care.
REVIEW OF THIS POLICY
This policy will be reviewed regularly to ensure that it remains consistent with current
professional, regulatory and legal requirements, including the General Chiropractic
Council's Code of Professional Practice and associated guidance.
Policy version: 2026.1
Effective date: January 2026
Next review: January 2027