Sometimes (very, very rarely) things need to be put right…

Complaints Procedure

I hate it when things go wrong. If you have a complaint about any aspect of your appointment or treatment, please let me know as soon as possible. I will take any complaint seriously, deal with it promptly and learn from it by reviewing, if appropriate, to improve standards.

Step One:

If you are not happy with any part of the consultation, examination or treatment process, please inform me at the time if you feel able to do so. Many complaints happen because of miscommunication. I will endeavour to explain better what is going on and why, apologise if appropriate, and try to rectify the situation there and then. Please do not leave without telling me that you are dissatisfied with your treatment or care.

Step Two: to make a complaint after your appointment, contact me, by telephone, letter or email as follows:

Contact: Hilary Whitaker Registered Osteopath

Email: h@hilarywhitaker.com

Telephone: 020 8468 1319 Mobile: 07773 818822

Address: Deva Yoga Studio, 12 Belmont Parade, Chislehurst, Kent, BR7 6AN or Pilates Body Studio, The Mill, 88 High Street, Bexley DA5 1BF (please choose the main location that you had your treatment at.)

(Please note reception staff at Deva Yoga and PBS work for the studio, not me. Other than a complaint concerning their studio premises or members, please do not leave a complaint with receptionists.)

I will log your complaint and investigate it during the following few days with an aim to:

1. Find out what happened and what went wrong

2. Make sure you receive an explanation and apology if this appropriate

3. Identify what can be done to deal with your complaint and reach an amicable solution

4. Identify what I can do to ensure that this problem does not arise again

I will acknowledge your complaint within 2 working days and reply to you in 7 working days.

Step Three: Institute of Osteopathy Complaints Resolution Service

If you do not feel that your complaint has been resolved to your satisfaction you can talk to someone independent by ringing the Institute of Osteopathy on Freephone 0800 110 5857, or email enquiries@osteopathy.org

Step Four: General Osteopathic Council (GOsC)

If you are concerned about safety and you wish to instigate a formal complaint with my regulatory body, you can complain to The General Osteopathic Council who can be contacted on 020 7357 6655. My registration number is 4434. Please note that GOsC cannot award compensation.