Complaints Policy

We are committed to delivering safe, professional and high-quality care. We take all complaints seriously and view them as an opportunity to improve our services. Every complaint will be handled fairly, impartially, confidentially, and in accordance with applicable legal and professional standards.

How to make a complaint

If you wish to make a complaint about any aspect of the care or service you have received, please submit your complaint in writing by email to:

info@primeintegrativehealth.co.uk

To assist us in investigating your complaint, please include:

  • Your full name and contact details.
  • The date(s) of the appointment(s) concerned.
  • The name of the therapist or staff member involved (if known).
  • A clear description of your complaint and the outcome you are seeking.

Where a complaint is made on behalf of another individual, we may require written consent from the patient before discussing any confidential information.

Our complaints process

Upon receipt of your complaint, we will:

  • Acknowledge receipt. We will acknowledge your complaint in writing within 2 to 5 working days.
  • Conduct an investigation. Your complaint will be reviewed by the Clinic Manager or another appropriately appointed senior member of staff who has not been directly involved in the matter, where reasonably practicable. The investigation may include reviewing clinical records, policies and procedures, and speaking with the staff members involved.
  • Provide a written response. We aim to provide a comprehensive written response as soon as reasonably practicable. Our response will outline the findings of our investigation, any conclusions reached, any remedial action taken where appropriate, and any further steps available to you.

Should additional time be required to complete our investigation, we will keep you informed of the reasons for the delay and provide an updated timeframe.

Confidentiality

All complaints will be treated in the strictest confidence and managed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information relating to your complaint will only be shared with those who need access for the purpose of investigating and resolving the matter.

Our commitment

Making a complaint will not adversely affect the care or treatment you receive from Prime Integrative Health. We are committed to ensuring that all complainants are treated with dignity, courtesy and respect throughout the complaints process.

Further action

If you remain dissatisfied after receiving our final response, you may request a further review of your complaint where appropriate, or seek independent advice from the relevant professional, regulatory or alternative dispute resolution body, depending on the nature of your complaint.