At Coventry Osteopathic & Sports Injury Clinic, we are committed to providing the highest standard of care and service to every patient. We welcome all feedback - positive and negative - as it helps us continually improve.

 

If something has not met your expectations, we want to hear from you. We treat all complaints seriously, handle them confidentially, and aim to resolve them fairly and promptly.

 

Making a complaint will not affect the care or treatment you receive from us, now or in the future.

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What You Can Complain About

You may raise a complaint about any aspect of your experience with us, including:

The standard of clinical treatment or care you received

The conduct or behaviour of any member of our team

Waiting times or appointment management

How your personal data has been handled

The standard of our facilities or premises

Communication or administrative issues

Billing or fee-related concerns

Any other matter relating to your experience at the clinic

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Who Can Make a Complaint

The following people may submit a complaint:

Current or former patients of the clinic

A person acting on behalf of a patient (e.g., a parent or legal guardian of a child, or someone with written authority to act on behalf of another)

A representative of a deceased patient, where appropriate

 

How to Make a Complaint

We encourage you to raise concerns as soon as possible, while details are fresh. You may complain in the following ways:

In Person

Speak directly with any member of staff or ask to speak with the Clinic Principal, Wendy Cook. We will do our best to resolve informal concerns immediately.

By Telephone

Call us on 02476 501923 during normal working hours to speak with a member of the team.

In Writing (Letter)

Write to us at:Coventry Osteopathic & Sports Injury Clinic

312A Charter Avenue

Coventry

CV4 8DA

By Email

Send your complaint to: info@coventryosteopaths.co.uk

Please mark written complaints clearly as "Formal Complaint" so they are directed to the right person promptly.

What to Include in Your Complaint

To help us investigate and respond as effectively as possible, please include:

Your full name and contact details

A clear description of the issue and when it occurred

Any relevant dates, names of staff involved, or documentation

What outcome or resolution you are seeking

Timeframes - What to Expect

We are committed to handling all complaints promptly:

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Acknowledgement of your complaint -Within 3 working days of receipt

Full investigation underway - Within 5 working days 

Full written response provided - Within 28 calendar days

If for any reason we are unable to provide a full response within 28 days (for example, if the investigation is particularly complex), we will write to you to explain the delay and give you a revised timescale.

Our Complaints Process

Step 1 - Receipt and Acknowledgement

When we receive your complaint, we will acknowledge it within 3 working days. We will confirm the name of the person handling your complaint and the expected timeframe for our response.

Step 2 - Investigation

The Clinic Principal, Wendy Cook, will personally oversee the investigation of all formal complaints. This will involve:

Reviewing all relevant clinical records, correspondence, and documentation

Speaking with any members of staff involved

Considering the facts carefully and impartially

Step 3 - Response

We will provide you with a full written response within 28 calendar days. Our response will:

Acknowledge what happened

Explain our findings clearly and honestly

Apologise where appropriate

Set out any actions we are taking as a result

Explain what you can do if you remain dissatisfied

Step 4 - Resolution and Learning​

Where a complaint identifies a genuine shortcoming, we will take appropriate steps to improve our service. We review all complaints regularly to identify patterns and opportunities to enhance patient care.

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If You Are Not Satisfied With Our Response

We hope to resolve all complaints directly and to your satisfaction. However, if you remain dissatisfied after receiving our response, you have the right to escalate your complaint to the following external bodies:

 

The General Osteopathic Council (GOsC)The GOsC is the statutory regulator for osteopaths in the UK. If your complaint relates to the professional conduct or fitness to practise of one of our osteopaths, you can refer your concern to them.

Website: www.osteopathy.org.uk

Email: fitness.to.practise@osteopathy.org.uk

Phone: 020 7357 6655

Address: General Osteopathic Council, 176 Tower Bridge Road, London, SE1 3LU

 

The Information Commissioner's Office (ICO)If your complaint relates to how your personal data has been handled, and you are not satisfied with our response, you may refer the matter to the ICO.

Website: www.ico.org.uk

Helpline: 0303 123 1113

Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

 

The Care Quality Commission (CQC)If you have serious concerns about the safety or quality of care provided, you may also contact the CQC.

Website: www.cqc.org.uk

Phone: 03000 616161

 

NHS England / PALS

If your treatment was funded by the NHS, you may also contact NHS England or the Patient Advice and Liaison Service (PALS) at your local NHS Trust.

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Confidentiality

All complaints are handled in strict confidence. Information about your complaint will only be shared with those directly involved in investigating and resolving it. Records of complaints are stored securely and separately from clinical records.

We will not make any note of a complaint in your clinical records unless it is directly relevant to your care and treatment.

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Time Limits for Making a Complaint

We ask that complaints are raised within 12 months of the incident occurring, or within 12 months of you becoming aware of the issue. This helps us investigate effectively while records and memories are reliable.

In exceptional circumstances, we may accept complaints outside this timeframe at our discretion, particularly where there is good reason for the delay.

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Compliments and Feedback

We also welcome positive feedback and compliments. If a member of our team has gone above and beyond, please let us know - we love to share good news with our staff.

You can leave feedback:

In person at reception

By emailing info@coventryosteopaths.co.uk

By leaving a review on Google or other review platforms

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Monitoring and Review

We keep a record of all formal complaints received, including outcomes and any actions taken. This record is reviewed regularly by the Clinic Principal to identify trends and drive continuous improvement.

This Complaints Procedure is reviewed annually and updated as necessary to reflect changes in legislation, regulatory guidance, or best practice.

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Contact Us

If you have any questions about this procedure, or wish to make a complaint, please do not hesitate to contact us:

Clinic Principal: Wendy Cook

Phone: 02476 501923

Email: info@coventryosteopaths.co.uk

Address: Coventry Osteopathic & Sports Injury Clinic, 312A Charter Avenue, Coventry, CV4 8DA

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This Complaints Procedure was last reviewed in April 2026 and is compliant with UK GDPR, the Data Protection Act 2018, and the General Osteopathic Council Standards of Osteopathic Practice.

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DISCLAIMER: This document provides general guidance for patients of Coventry Osteopathic & Sports Injury Clinic. It does not constitute legal advice. We recommend seeking independent legal advice if you are unsure of your rights.