Last updated: 17/10/2026

Our team aims to provide you with a high-quality rehabilitation service that reduces your pain and helps you recover from your injury or illness. 

If something has not gone as you expected, we want to hear about it. We will investigate your complaint thoroughly and fairly, and take appropriate action to put things right. If something has gone wrong, we will tell you openly, apologise and explain what we are doing about it. 

Making a complaint will not affect the care or treatment you receive from Physit. 

Who can make a complaint 

You can make a complaint yourself, or someone can complain on your behalf, such as: 

  • a relative, carer or advocate, with your consent 
  • someone with legal authority to act for you, such as the holder of a registered Lasting Power of Attorney for health and welfare, or a court-appointed deputy 
  • the personal representative or a relative of a client who has passed away. 

Before we discuss your care or personal information with someone else, we will confirm your consent or their legal authority. If we are unable to share information, we will still listen to the concern and explain why we are limited in what we can say. 

Stage 1: Raising a concern informally 

Many concerns can be resolved quickly by speaking to the Physiotherapist or staff member involved. This step is optional; you can go straight to a formal complaint if you prefer. 

Stage 2: Making a formal complaint 

You can make a formal complaint in any of the following ways. It does not need to be in writing. 

  • Email: complaints@physit.co.uk 
  • Phone: 0204 570 2391 
  • Post: 22 Hurlingham Studios, Ranelagh Gardens, London, SW6 3PA 
  • In person, to any member of our team. 

If you phone and a member of our management team is not available, they will call you back by the end of the next working day, and ideally on the same day. If you make your complaint by phone or in person, we will write to you within 2 working days to confirm our understanding of your complaint and the outcome you would like. 

Complaints should normally be made within 12 months of the event, or of you becoming aware of it. We may extend this if there is a good reason for the delay and a fair investigation is still possible. Anonymous complaints will be investigated as far as possible, although we may not be able to reply. 

What helps us investigate 

It helps if you can tell us: 

  • the name of the Physiotherapist or member of staff involved 
  • what happened, in as much detail as possible 
  • the date and time it happened 
  • the outcome you would like. 

If you need help to make a complaint, such as an interpreter, information in another format or someone to support you, please let us know and we will arrange this. 

Our timescales 

Every formal complaint, however it is made, will be acknowledged in writing within 2 working days, and you will receive a full response within 10 working days. If we need longer, we will explain why, give you a new date and update you at least every 10 working days until we respond. 

Our response 

Our written response will explain: 

  • what we found 
  • what we have done, or will do, as a result 
  • an apology where something went wrong 
  • how to appeal 
  • your options outside Physit. 

If your complaint is about clinical care, the investigation will include a review of your clinical records by a Physiotherapist who was not involved in your treatment. 

Complaints about how we handle your personal data 

If your complaint is about how we have collected, used, shared, stored or protected your personal data, or how we handled a request for your records, you can raise it using any of the routes above. It will be passed to our Data Protection Lead, acknowledged within 2 working days and investigated without undue delay. We will keep you informed and tell you the outcome in writing. 

Appeals 

If you are unhappy with our response, you can appeal in writing to complaints@physit.co.uk within 20 working days of receiving it, explaining why you disagree. Your appeal will be reviewed by someone who was not involved in the original decision. 

We will acknowledge your appeal within 2 working days and respond within 10 working days. Our appeal response is Physit’s final response. 

If you are still not satisfied 

If you remain unhappy after our final response, you can: 

  • contact the Health and Care Professions Council (HCPC) if your concern is about a Physiotherapist’s conduct, performance or fitness to practise: www.hcpc-uk.org 
  • complain to the Information Commission (ICO) if your concern is about how we handled your personal data: ico.org.uk/make-a-complaint 
  • contact your insurer, if a health insurer funded your treatment 
  • seek independent legal advice. 

How we keep complaint records 

Complaint records are kept confidentially and separately from your clinical records. They are kept for 6 years after the complaint is closed and then securely deleted. We review complaints regularly so that we can learn from them, and individual clients are not identified in these reviews. 

A copy of this procedure is available on request, including in other formats.