Complaints Procedure

At Home Osteo aims to provide professional, respectful and patient-centred care. If something has not met your expectations, we want to hear from you and will take your concerns seriously.

Step 1: Contact us

Please email info@athomeosteo.com or call 07920 772013.

Explain what happened, when it happened and what outcome you would like. You may raise a concern on your own behalf or, where appropriate, through an authorised representative.

We will treat your complaint respectfully and handle the information confidentially.

Step 2: Acknowledgement and review

We will acknowledge your complaint within five working days.

We will review the circumstances, consider relevant information and, where appropriate, ask you for further details. We aim to provide a substantive response within 20 working days.

If we need more time, we will explain why and provide an updated timescale.

Step 3: Our response

We will explain our findings and any appropriate steps we propose to take. Where we identify that something has gone wrong, we will consider what can reasonably be done to address the issue and improve our service.

We will not treat a patient unfairly for raising a concern.

Step 4: If you remain dissatisfied

If you remain concerned about an osteopath’s professional conduct, competence or fitness to practise, you may contact the General Osteopathic Council (GOsC).

The GOsC explains its process for raising concerns here:

https://www.osteopathy.org.uk/

The GOsC is the professional regulator and may consider matters within its remit. It does not replace every other route for resolving a service or contractual dispute.

Confidentiality

Complaints will be handled sensitively. Information may be reviewed or shared where necessary to investigate the complaint, meet legal or professional obligations, or protect patient safety.

Contact details

At Home Osteo Ltd
Email: info@athomeosteo.com
Telephone: 07920 772013
Website: https://www.athomeosteo.com