Our aim is to provide safe, respectful, professional, and high-quality care. We welcome feedback and take complaints seriously because they help us identify areas where our service can improve.
1. What This Procedure Covers
This procedure explains how you can raise a concern or complaint about your experience with Nala Chiropractic, including concerns relating to appointments, communication, administration, treatment, staff conduct, or the service you have received.
2. Raising a Concern Informally
If you feel comfortable doing so, we encourage you to raise your concern with the person responsible for your care or with a member of the clinic team as soon as possible.
Many concerns can be resolved quickly when they are raised at the time they occur. You can raise a concern in person, by telephone, or in writing.
3. Making a Formal Complaint
If you would prefer to make a formal complaint, please provide as much relevant information as possible, including:
- Your name and contact details.
- The date or dates on which the issue occurred.
- The names of any relevant staff members, if known.
- A clear description of what happened.
- Details of any steps you have already taken to resolve the issue.
- The outcome you are seeking, if applicable.
Complaints should be submitted using the contact details published on the Nala Chiropractic website.
4. Acknowledgement
We aim to acknowledge complaints within a reasonable period and will explain the next steps where appropriate.
Where a complaint requires investigation, we may need additional information from you. We will handle complaints as confidentially as reasonably possible and will only share information where necessary to investigate and respond to the complaint or where required or permitted by law.
5. Investigation and Response
We will review the available information and investigate the complaint fairly and appropriately. Depending on the nature and complexity of the matter, this may involve reviewing relevant records, speaking with staff members, or seeking additional information.
We aim to provide a clear response within a reasonable timeframe. If we need more time because the matter is complex, we will explain the reason for the delay where appropriate.
6. Clinical and Patient Safety Concerns
If your complaint relates to your health, treatment, or patient safety, we will consider the clinical aspects of the concern as part of our investigation. If appropriate, we may recommend that you seek further medical or healthcare advice.
If you believe you are experiencing a medical emergency, please seek urgent medical assistance rather than waiting for a complaint to be investigated.
7. Confidentiality and Personal Data
Complaints may involve personal and health information. We will handle such information in accordance with applicable UK data protection law and our Privacy Policy.
8. Independent or External Escalation
If you remain dissatisfied after receiving our response, you may be able to seek advice or raise your concern with an appropriate external organisation, depending on the nature of the complaint.
Depending on the circumstances, this may include a relevant professional or regulatory body, an appropriate consumer or dispute-resolution service, or another organisation with jurisdiction over the matter.
If your concern relates specifically to the handling of your personal data, you may also contact the UK's Information Commissioner's Office (ICO).
9. No Retaliation
We will not treat you unfairly or refuse appropriate care simply because you have raised a genuine concern or complaint.
10. Review of Complaints
We may review complaints and feedback in an anonymised or aggregated form to identify trends, improve our processes, and support the quality and safety of our services.
11. Contact Us
To raise a concern or make a formal complaint, please contact Nala Chiropractic using the contact details available on our main website.
When submitting a complaint, please clearly indicate that your communication is a formal complaint if you would like it to be handled under this procedure.