Complaints Policy

Last updated: 3/9/2026

At WH Physiotherapy and Sports Performance, we are committed to providing a high standard of care and service. We value feedback from our clients and take complaints seriously.

If you are unhappy with any aspect of your care or experience with us, we encourage you to let us know so that we can investigate the matter and, where appropriate, put things right.

1. How to make a complaint

If possible, please raise your concern with us as soon as possible. Many concerns can be resolved quickly through an informal discussion.

If you wish to make a formal complaint, you can contact us by:

Email: enquires@whpsp.co.uk
Telephone: 07577 742991
Post: West House Farm, Mill Lane, Bishopton, TS211LL

You can make a complaint yourself or, where appropriate, ask someone you trust to raise the complaint on your behalf.

Please provide as much information as reasonably possible, including:

• Your name and contact details

• The date or dates relevant to your complaint

• A description of what happened

• The reason you are unhappy

• What you would like us to do to resolve the matter, if applicable

You will not be treated unfairly or disadvantaged because you have made a complaint.

2. What happens after you complain

We will acknowledge your complaint as soon as reasonably practicable.

We will review the information provided, investigate the circumstances and speak to any relevant people where necessary.

We aim to provide a full response within 20 working days of receiving a formal complaint.

If we need more time to investigate your complaint, we will let you know, explain the reason for the delay and provide an indication of when you can expect a response.

Our response will explain the outcome of our investigation and any action we consider appropriate.

3. Confidentiality

Complaints will be handled as confidentially as possible.

Information relating to a complaint will only be shared with people who need the information to investigate and respond to the complaint, or where disclosure is required or permitted by law.

Where someone makes a complaint on behalf of another person, we may need appropriate permission before discussing confidential information relating to that person.

4. If you are unhappy with our response

If you remain dissatisfied after we have responded to your complaint, please let us know. We will review the matter further where appropriate.

Where relevant, you may also be able to raise your concerns with an appropriate professional or regulatory organisation.

WH Physiotherapy and Sports Performance will cooperate with any appropriate external investigation or regulatory process.

5. Professional concerns

If your complaint relates to professional conduct or the fitness to practise of a physiotherapist, you may also have the right to raise your concerns with the Health and Care Professions Council (HCPC), which regulates physiotherapists in the UK.

Further information about making a complaint to the HCPC is available on its website.

6. Data protection complaints

If your complaint concerns how we have handled your personal information, you should contact us first so that we have an opportunity to resolve your concern.

You may also complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.

Information about making a complaint to the ICO is available on its website.

7. Changes to this policy

We may update this Complaints Policy from time to time to reflect changes to our services, professional requirements or legal obligations.

The latest version will be published on our website, with the date of the most recent update shown at the beginning of the policy.

8. Contact us

WH Physiotherapy and Sports Performance

Email: enquires@whpsp.co.uk

Telephone: 07577 742991

Address: West House Farm, Mill Lane, Bishopton, TS211LL