Complaints Policy

Complaints Policy and Procedure
Osteopathic Strength and Conditioning
Last Updated: 12/11/2026

Our Commitment

At OSC, we are committed to providing high-quality osteopathic care and excellent patient service. We welcome feedback from patients and view complaints as an opportunity to learn, improve our services and resolve concerns fairly and promptly.

We aim to handle all complaints professionally, sensitively and in accordance with our professional obligations.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible so that we can try to resolve the issue quickly.

Complaints can be made:

By Email: OsteoStrengthandConditioning@gmail.com

In Person: You are welcome to discuss your concerns directly with your osteopath where appropriate.

What Information to Include

To help us investigate your complaint, please provide:

  • Your name and contact details

  • A description of your concern

  • Relevant dates and times

  • Details of any individuals involved

  • What outcome you would like us to consider

Our Complaints Procedure

Stage 1: Informal Resolution

Where possible, we will aim to resolve concerns informally and promptly.

Many issues can be resolved quickly through discussion and clarification.

Stage 2: Formal Complaint

If the issue cannot be resolved informally, you may submit a formal complaint.

Upon receiving a formal complaint, we will:

  • Acknowledge receipt within 5 working days

  • Investigate the circumstances thoroughly

  • Review any relevant clinical records, correspondence and information

  • Provide a written response wherever appropriate

We aim to provide a full response within 20 working days. If more time is required, we will keep you informed of progress.

Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection legislation.

Information relating to a complaint will only be shared with individuals involved in the investigation or where required by law.

Our Commitment to Fairness

Making a complaint will not affect your right to receive care or access your records.

Patients will be treated respectfully throughout the complaints process.

If You Remain Dissatisfied

If we are unable to resolve your concerns, or if your complaint relates to professional conduct, you may contact the General Osteopathic Council (GOsC).

General Osteopathic Council (GOsC)

Website: https://www.osteopathy.org.uk

Email: info@osteopathy.org.uk

Telephone: 020 7357 6655

The General Osteopathic Council regulates osteopaths in the United Kingdom and can provide information regarding concerns about a registered osteopath's fitness to practise.

Continuous Improvement

We review complaints regularly to identify learning opportunities and improve the quality and safety of our services.

Feedback, suggestions and compliments are also welcomed and help us continue to develop our practice.

Osteopathic Strength and Conditioning
2-4 Lawson road, Norwich, NR3 4LF

Email: OsteoStrengthandConditioning@gmail.com
Telephone: 07713455648