Complaints Procedure

If you have a complaint or concern about the level of care you have received from us, whether it be to do with your treatment, our administration or facilities, please let us know.
We promise that we shall:

·         Respond promptly

·         Treat your complaint seriously

·         Work to resolve your complaint promptly and in confidence

·         Learn lessons and use them to review and where appropriate improve our service

Make your complaint to Jeanne Lacy (Practice Manager) or any of the osteopaths either in person, by telephone, by letter or email. 

Our contact details are:

Stella Arden & Associates

11 Broadbank

LOUTH

Lincolnshire

LN11 0EQ

Tel: 01507 608166

Email: info@stellaardenassociates.co.uk

If you telephone us or speak to us in person, the complaint will be logged and whoever you speak to will endeavour to resolve the issue for you. If you are not satisfied or wish to discuss the matter with a particular member of the practice we will tell you when it is likely that person will be available to speak to you to discuss the matter further, or to invite you to meet face-to-face. In normal circumstances we aim to make these arrangements within 3 working days. If your complaint concerns your clinical care, you will have the opportunity to discuss your concerns with one of the osteopaths who has not been involved in your treatment if you wish. Before speaking with you in detail we will aim to:

·         Find out what happened and what went wrong

·         Make sure you receive an explanation and apology if this is appropriate

·         Deal with your complaint and reach an amicable solution

·         Identify what we can do as a practice to ensure that this problem does not arise again

Institute of Osteopathy
If you do not feel that your complaint has been resolved to your satisfaction you can talk to an independent source about it by telephoning the Institute of Osteopathy on 01582 488455 or Email the Institute of Osteopathy

General Osteopathic Council

 If you are concerned about safety and you wish to instigate a formal complaint with the regulatory body, the

General Osteopathic Council can be contacted on 0207 3576655.

Please note that the General Osteopathic Council cannot award compensation.