Complaints Procedure


Patient information

If you have a complaint or concern about the service, you have received from the physiotherapists or any of the staff working in this practice please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaint system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they rise and with the person concerned. If your problems cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. Ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • within 6 months of the incident that caused the problem ; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the Clinic Director. Alternatively, you may ask for an appointment with the Clinic Director in order to discuss your concerns. The complaints procedure will be explained to you and ensure that your concerns are dealt with promptly. It is useful if you can be as specific as possible about your complaint.

What we shall do

We should acknowledge your complaint within 2 working days of receiving it. We aim to have looked into your complaint within 10 working days of the date from when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if this is preferable for you
  • make sure you receive an apology, where appropriate
  • identify what we can do to make sure this problem does not happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we require authorisation from the person to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to the Health Authority

We hope that if you have a problem, you will use our practice complaints procedure primarily. We believe this will give us the best chance of rectifying an issue and therefore provide an opportunity for us to improve our practice. This however, does not affect your right to approach the local health authority. You should therefore contact the health authority complaints manager for further advice, if you feel you cannot raise your complaint with us or if you are dissatisfied with the results of our investigation.


Clinical Director – Edinburgh Sports + Spinal Physiotherapy, 52 Learmonth Grove, EH4 1BN

0131 235 2354 |

Edinburgh Sports + Spinal Physiotherapy is a trading name of ESS PHYSIOTHERAPY LIMITED – SC617097