Complaints Policy

Complaints Policy

Limitless Physiotherapy & Performance aims to help patients and clients achieve the best possible outcomes and provide exceptional service at all times. If you have a complaint or concern about the service you have received from us, please do let us know and we will try to resolve this as soon as possible. We do aim to resolve these problems at the time of the complaint, however if your problem cannot be sorted out in this way, please let us know as soon as possible so we can look into this further. 

Your complaint should be sent and addressed to: 

The Director 

Limitless Physiotherapy & Performance (TWG Health Ltd)

contact@limitlessphysio.co.uk

We will acknowledge your complaint within 48-72 hours (working days) and advise when we anticipate providing a full response to you. This will be no later than fourteen workings days later.

When we investigate your complaint, we will aim to:

• Find out what happened and what went wrong

• Make it possible for you to discuss the problem with those concerned

• Make sure you receive an apology, where it is appropriate

• Identify what we can do to make sure the problem does not happen again by learning from events.

When a complaint is received, we will: 

• Complete a complaints form and keep this updated throughout the complaints process

• Securely and confidentially log the complaint 

• Provide a full response within fourteen working days of receiving your complaint.