Our Commitment
FlexAura Home Physio UK Ltd is committed to providing a high standard of care and service. We take all complaints seriously and view them as an opportunity to learn and improve. If something has gone wrong or you are unhappy with any aspect of our service, we want to hear from you so that we can put things right.
Our complaints procedure is designed to be straightforward, fair, and confidential. We will handle your complaint with sensitivity and ensure that raising a concern does not adversely affect the care you receive from us.
How to Make a Complaint
If you wish to make a complaint, you can do so using any of the following methods:
Write to us at complaints@flexauraphysio.co.uk
Phone
Call us on 07555 844 664
In Writing
Send a letter to FlexAura Home Physio UK Ltd at our registered office address
When making a complaint, please include as much detail as possible, including your name, contact details, the date(s) the issue occurred, the name of the physiotherapist involved (if applicable), and a clear description of your concern.
What Happens Next
Once we receive your complaint, we follow a structured process to ensure it is handled thoroughly and fairly:
Acknowledgement
We will acknowledge your complaint in writing within 48 hours of receipt. This acknowledgement will confirm who is handling your complaint and provide you with a reference number for future correspondence.
Investigation
A senior member of our team will conduct a thorough investigation into your complaint. This may involve reviewing records, speaking with the relevant physiotherapist(s), and gathering any supporting information. We may contact you during this stage to clarify details or discuss the matter further.
Resolution
We aim to resolve all complaints within 14 working days of receipt. You will receive a written response outlining our findings, any actions we have taken, and any changes we intend to make as a result. If we are unable to resolve the matter within this timeframe, we will write to you explaining the reason for the delay and provide an expected date of resolution.
Escalation
If you are not satisfied with the outcome of our internal complaints process, you have the right to escalate your complaint to the relevant external bodies.
Health and Care Professions Council (HCPC)
If your complaint relates to the fitness to practise of a physiotherapist, you may raise a concern with the HCPC. The HCPC is the statutory regulator for physiotherapists in the UK and is responsible for setting standards of conduct, performance, and ethics.
Website: www.hcpc-uk.org
Chartered Society of Physiotherapy (CSP)
If the physiotherapist involved is a member of the Chartered Society of Physiotherapy, you may also contact the CSP. The CSP is the professional body for physiotherapists in the UK and can assist with complaints about members' professional conduct.
Website: www.csp.org.uk
Contact Information
FlexAura Home Physio UK Ltd
Registered in England & Wales
Email: complaints@flexauraphysio.co.uk
Phone: 07555 844 664
We are committed to learning from complaints and using feedback to improve our services. All complaints are logged and reviewed regularly to identify trends and areas for improvement. Thank you for helping us maintain the highest standards of care.