Progressive Wellness Ltd – Complaints Policy

Progressive Wellness Ltd strives to provide the best possible service for our clients. However, we recognise that sometimes you may feel that we have not met your needs. If you have any complaint or concern about the service you have received from the staff working at our clinic, you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.

Our promise to you is that we will:

• Listen to your complaint or concern
• Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice
• Improve our services however we can.

How to make your complaint

We hope that we can resolve your problem easily and promptly once you make us aware of it. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to do so as soon as possible. This will enable us to establish what happened more easily.

Please make your complaint in writing to Kate Knowler (clinic@kateknowler.co.uk)

Please be assured that any complaint you make, written or verbal, will be treated in strictest confidence and will have no effect upon the level of treatment and care that you receive at the clinic.

What happens next?

Your complaint will be acknowledged within 48 hours of receiving it, to make sure we fully understand your complaint.

We aim to make a full response to you within the next 30 working days. During that time, we will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of those 30 days we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been concluded.

As a result of the investigation, we will:

• Make sure you receive an apology
• Find out what has happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Keep you informed of our progress
• Identify changes we can implement to prevent the problem happening again

Getting further help with your complaint

We hope that, through our complaints policy, we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our clients. Where the complaint cannot be resolved between the parties, independent external arbitration will be sought. You may also contact the Care Quality Commission, if you feel that your complaint is not being dealt with in a satisfactory manner, on 03000 616161.

This policy was last updated on 17/02/2023 and will be reviewed on 31/12/2023