Feedback & Complaints

Concerns, Feedback and Complaints

At Perform Osteopathy, we are committed to providing care that is respectful, ethical and patient-centred. We genuinely welcome feedback and take concerns seriously. If something hasn’t felt right, we want to hear about it so we can understand, learn and improve.
All concerns are handled:

  • Respectfully and sensitively
  • Without discrimination
  • Without affecting your ongoing care

Raising a concern informally

If you feel able, we encourage you to speak directly to your practitioner or to contact the Clinic Director. Many concerns can be resolved quickly and informally through an open conversation.
You can speak directly to your practitioner or contact the Clinic Director Annette Weir using the details below:

Making a formal complaint

If you would like to make a formal complaint, please contact the Clinic Director in writing (by email or letter), providing:

  • Your name and contact details
  • The name of the practitioner involved
  • A brief description of your concern
  • Relevant dates or appointments

We aim to acknowledge all formal complaints within 5 working days.

How we will handle your complaint

The Clinic Director will:

  • Listen carefully and treat your complaint seriously
  • Carry out a fair and impartial review
  • Keep your information confidential as far as possible

We may contact you to clarify details or offer a meeting if that would feel helpful.

We aim to provide a written response within 20 working days, explaining:

  • What we found
  • Any actions taken
  • Any learning or changes made where appropriate

If more time is needed, we will keep you informed.

Learning from complaints

We use complaints and feedback to:

  • Review our procedures
  • Improve patient care
  • Support staff development
  • Reduce the risk of similar issues arising in future

If you are not satisfied with our response

If you feel your complaint has not been resolved, you have the option to contact external bodies.
Institute of Osteopathy (iO)
You can use the Institute of Osteopathy’s Complaints Resolution Service by ringing 0800 110 5857 or emailing enquiries@iosteopathy.org.
General Osteopathic Council (GOsC)
If you are concerned about fitness to practise and you wish to instigate a formal complaint with the regulatory body, you can contact the General Osteopathic Council on 0207 357 6655, www.osteopathy.org.uk. Please note that the General Osteopathic Council cannot award compensation.