Satisfaction & Complaints Procedure
At The Wellness Centre (Castle Quay) our team is committed to providing exemplary care in a relaxed and educational environment. We value your satisfaction with our services above all else. Whilst very rarely required, we have below outlined our procedure to address any concerns or complaints a client may have.
Our complaints procedure involves 4 stages. Should the first stage fail to resolve your complaint, you will be referred to the next stage.
- Initially we will ask you to address your concerns by writing directly to the individual practitioner in charge of your treatment – who will attempt to address the issue to your complete satisfaction by speaking to you as soon as possible. If you find it too difficult or uncomfortable speaking directly to the practitioner in question the appropriate step is to refer to the next stage. However, we hope that most clients will feel able to talk through concerns directly with their practitioner after setting out the complaint in writing.
- Should this be unsuccessful, or should you feel uncomfortable dealing directly with the practitioner in charge of your treatment for any reason, we will refer you to our Team Leaders ‘Adrian Luckhurst & Andrea Luckhurst’, or another Chiropractor should the issue require specific Chiropractic knowledge.
- If the complaint related to a Chiropractic client and a satisfactory outcome is not available via these avenues we will direct your concerns to our professional association — The United Chiropractic Association. The UCA can be contacted by writing to the ‘Peer and Ethics Committee’ at Unit 57 Basepoint Centre, Metcalf Way, Crawley, RH11 7XX or by telephone on 01293 817175.
With these 3 stages, if the complaint is upheld, consideration will be given to redress your concerns. The outcome of any of those 3 stages will be confirmed to you in writing.
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