Complaints Policy

At Thistle Osteopathy, we are committed to providing the highest standard of care. We recognise that, occasionally, things may not go as expected, and we take any concerns or complaints seriously. This policy explains how to raise a concern and what you can expect from us in response, in line with the General Osteopathic Council's (GOsC) requirements for registered osteopaths.

1. Our Commitment

We aim to resolve any concerns promptly, fairly, and with full transparency. Raising a complaint will never affect the standard of care you receive from us, now or in the future.

2. How to Raise a Concern

In the first instance, we encourage you to raise any concerns directly with Amir, either in person, by telephone, or in writing. Many concerns can be resolved quickly and informally through open conversation.

If you would prefer to raise your complaint formally and in writing, please include:

• Your full name and contact details
• The date(s) of the appointment(s) in question
• A clear description of your concern
• What outcome you are hoping for

3. What Happens Next

1. Acknowledgement — We will acknowledge receipt of your complaint within 5 working days.
2. Investigation — We will review your concern thoroughly, which may include reviewing clinical notes and, where appropriate, discussing the matter with you directly.
3. Response — We aim to provide a full written response within 20 working days of receiving your complaint. If more time is needed, we will let you know and explain why.
4. Resolution — Our response will set out our findings and any actions we propose to take, which may include an apology, a change in practice, or other appropriate remedy.

4. If You Are Not Satisfied

If, after our formal response, you remain unsatisfied with the outcome, you have the right to escalate your complaint to the General Osteopathic Council (GOsC), the statutory regulator for osteopaths in the UK.

Please note that the GOsC's primary role is to investigate concerns about an osteopath's fitness to practise, rather than to mediate service-related disputes. For service or fee-related complaints that fall outside the GOsC's remit, you may also wish to seek independent advice, for example from the Citizens Advice consumer service.

5. Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy. Information relating to your complaint will only be shared with those directly involved in investigating and resolving the matter, or as required by law or regulatory obligation.

6. Learning & Improvement

We view every concern as an opportunity to reflect on and improve our practice. Where appropriate, feedback from complaints is used to inform changes to how we work, in line with our commitment to continuous professional development and patient-centred care.

7. Changes to This Policy

We may update this Complaints Policy from time to time. Any changes will be posted on this page with a revised "last updated" date.

8. Contact Us

If you have any questions about this policy or wish to raise a concern, please contact us at [email protected].