Our Aim:

We are committed to providing a high level of service in line with our company values andprinciples to be Inclusive, Compassionate, Comprehensive and Empowering. Our ambition is tolisten and respond to customer views, feedback and complaints in a positive and timely manner,making room for improvement and rectifying mistakes.

Informal complaints:

In the first instance it is often favourable to raise a concern informally. This can be done in person,over the phone or via email. We aim to offer a timely, discrete response and offer a mediationbetween you and the member of staff in question. It is only if we are not able to offer a satisfactoryresolution that we will begin the formal complaints procedure.

Formal complaints:

In the first instance we ask that you make any formal complaints in writing to our PatientCoordinator (the details for which can be obtained by asking any member of the PrimoOsteopathy team or via our website Contact us page). Upon receipt of any written communicationyou should receive a written acknowledgement within 5 working days. Following this we willthoroughly investigate all issues raised and provide a written response consequent to our findings.We aim for this to be done within 6 weeks of receipt, where this is not possible we will inform youof the delay and reasons for this in writing and offer a revised time frame.

We ask that where possible all formal complaints follow the below stipulations:

• Written complaints are made within 12 weeks of the issue arising.
• The issue is explained as clearly as possible within the correspondence.
• Any action taken hitherto is detailed and a brief summary of your expectations and/orrequests where appropriate.

If you are not satisfied with our response following our internal investigation then you can write toone of our Managing Director (the contact details for whom will be supplied alongside our reportof findings or can be obtained from the Patient Coordinator). Upon receipt of any writtencorrespondence the Managing Director will follow the time frame outlined above for reply wherepossible.
If you still feel your issue has not been satisfactorily resolved you are able to refer to our governingbody General Osteopathic Council 

https://www.osteopathy.org.uk/standards/complaints/making-a-complaint/