STEP ONE: Raising concerns with me.

If you have a complaint or concern about any aspect of your treatment, the first step is to let me know directly, and as soon as the issue arises. 

I will need the full details of your complaint and I will undertake to treat it seriously, deal with it promptly and learn from it by reviewing or, if appropriate, improving my standards. 

Make your complaint to me either in person, by phone, by letter or in an email to info@sportsmassagekenilworth.co.uk

I will investigate your complaint and respond within 5 business days of receipt, and will aim to:

1.     Find out what happened and what went wrong 

 a. This may require a request for more information, which could cause a delay to the response time stated above. 

2.     Make sure you receive an explanation and an apology if this is appropriate

3.     Identify what I can do to ensure that this problem does not arise again

STEP TWO: Raising concerns with my professional register.

Before contacting my professional body, you must allow me the opportunity to rectify and address your issue personally. If after this, you feel that your complaint has not been resolved to your satisfaction, you can find information on raising concerns with CHP here www.complementaryhealthprofessionals.co.uk/contact or the FHT here www.fht.org.uk/form/contact-us

At this stage, there will be no further communication between ourselves, and the issue will be dealt with by the professional body and yourself. All communication must be directed to them, and responses will be in line with their SLA’s.