Our Approach

At Light Joints Physiotherapy, we are committed to delivering high-quality, safe, and patient-centred care.

We welcome feedback, including complaints as part of our commitment to continuous improvement.

All complaints are handled:

• Fairly

• Confidentially

• Professionally

• Without discrimination

Raising a concern will not affect your ongoing care or treatment.

How to Raise a Complaint

Where possible, we encourage concerns to be raised informally with your treating practitioner or a member of our clinic team.

If the matter cannot be resolved informally, you may submit a formal complaint:

• By email

• In writing

• Or via our contact details listed on the website

Please include:

• Your full name

• Details of your concern

• Relevant dates

• Names of staff involved (if known)

We aim to acknowledge complaints within 3 working days.

Investigation & Response

We will:

• Conduct a fair and objective investigation

• Review relevant clinical records and staff input

• Provide a written response wherever appropriate

We aim to respond within 20 working days.

If further time is required, we will keep you informed at regular intervals.

Escalation

If you are not satisfied with our response, you may request a further internal review.

If your concern remains unresolved after our internal process, you may refer your complaint to:

Independent Sector Complaints Adjudication Service (ISCAS)
Website: www.iscas.org.uk
Email: [email protected]
Telephone: 020 7536 6091

Independent review is generally available after completion of our internal complaints procedure.

Confidentiality

All complaints are treated confidentially and stored securely in accordance with data protection legislation.

Last Updated: 06/03/2026