What to do if you have a complaint

What to do if you have a complaint

My aim is to help you reach your full potential as quickly and safely as possible and I hope you will not have any reason to complain. However if something does not go as expected it is important that you know how to raise any concerns.

Raising a concern directly with me

If you have a complaint or concern about the care you have received or about how your personal information has been handled please contact me as soon as possible.

Concerns can often be resolved quickly and informally when raised early.

You can contact me in person by phone by email or in writing. I will:

• Treat your complaint seriously
• Handle it promptly fairly confidentially and in line with data protection requirements
• Investigate what happened and provide a clear explanation
• Apologise where appropriate
• Use feedback to review and improve my service where needed

If your complaint relates to personal information or data protection I will acknowledge your complaint within 30 days and respond without undue delay in line with UK data protection law.

Contact details

Fiona McIntosh – Essential Osteopathy
Telephone: 07887 655007
Email: fiona@essentialosteopathy.co.uk
Address: 2nd Floor, 4 Lynedoch Place, Glasgow G3 6AB

If your complaint relates to Osteopathic care or professional conduct

If you feel your concern has not been resolved to your satisfaction or if your concern relates to patient safety professional conduct or fitness to practise you may contact the General Osteopathic Council (GOsC).

The GOsC is the statutory regulator for osteopaths in the UK.

General Osteopathic Council
Telephone: 020 7357 6655
Email: regulation@osteopathy.org.uk
Website: https://www.osteopathy.org.uk/raise-a-concern/

Please note that the General Osteopathic Council cannot award compensation.

If your complaint relates to personal information or data protection

If you are unhappy with how your personal information has been collected stored used or shared you have the right to contact the Information Commissioner’s Office (ICO).

The ICO is the UK’s independent authority for upholding information rights and data protection law.

Information Commissioner’s Office
Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

Independent advice and support

You may also wish to contact the Institute of Osteopathy (iO) for independent advice and support regarding the complaints process.

Institute of Osteopathy
Telephone: 01582 488455
Email: enquiries@iosteopathy.org
Website: https://www.iosteopathy.org