Complaints & Feedback Policy

You may raise a concern about any aspect of the service, including:

• communication
• appointment arrangements
• accessibility
• fees or administrative matters
• privacy or confidentiality
• the booking process
• professional conduct
• clinical care
• treatment
• information provided
• virtual consultations
• cancellation arrangements
• any other aspect of your experience

Where possible, please raise your concern directly with:

Rajvi Shah
Physiorehab by Rajvi Shah

Email: info@physiorajvi.co.uk

Telephone: +44 7440275671

Postal address: Warwick Clinic Rooms, 148 Emscote Road, Warwick, CV34 5QN

You may make a complaint verbally or in writing.

For complaints involving clinical care, written communication may be helpful because it allows the concern to be recorded accurately.

Where possible, please provide:

• your name
• contact details
• date of the appointment or relevant event
• a description of the concern
• what you believe went wrong
• any relevant documents or information
• what outcome you would like us to consider

You do not need to use a formal complaints form.

We aim to acknowledge a written complaint within 5 working days.

The acknowledgement will normally confirm:

• that the complaint has been received;
• who is dealing with it;
• whether further information is required;
• what happens next.

The complaint will be reviewed fairly and proportionately.

Depending on the nature of the concern, the investigation may include reviewing:

• clinical records
• appointment records
• correspondence
• relevant policies
• booking information
• consent documentation
• other information relevant to the concern

Where appropriate, you may be asked for additional information.

Confidentiality will be maintained throughout the process, subject to applicable legal and professional requirements.

We aim to provide a substantive response within 20 working days where reasonably practicable.

If the investigation requires more time, we will explain the reason for the delay and provide an updated timescale.

The response will normally explain:

• what was investigated;
• what was found;
• any actions taken;
• any learning identified;
• any changes that will be made where appropriate.

Where appropriate, an apology will be provided.

An apology is not necessarily an admission of liability or wrongdoing.

If you remain dissatisfied after receiving the response, please contact us and explain which aspects of the response you believe have not resolved your concern.

A further review will be undertaken where reasonably appropriate.

Physiotherapy is a regulated profession.

If your concern relates to the professional conduct, competence or fitness to practise of an HCPC-registered physiotherapist, you may also contact the Health and Care Professions Council (HCPC).

HCPC information is available through its official website at hcpc-uk.org.

You do not need to complain to the Practice before contacting an external organisation where you believe there is a reason to do so.

If your concern involves an immediate risk to health or safety, please seek appropriate medical or emergency assistance rather than waiting for the complaints process.

Call 999 in an emergency.

For urgent but non-life-threatening concerns, contact NHS 111, your GP or the appropriate healthcare professional.

Complaints will be handled as confidentially as reasonably possible.

Information may be shared where necessary to investigate the complaint, protect someone from harm, comply with legal obligations or meet professional/regulatory requirements.

Complaints and feedback may be used to identify:

• communication improvements
• administrative improvements
• clinical learning
• training needs
• website improvements
• changes to policies or procedures
• improvements to patient experience

Where appropriate, lessons learned will be incorporated into practice.

Anonymous complaints may be considered where sufficient information is provided.

However, anonymity may limit our ability to investigate the concern fully or provide a response.

Patients will not be refused appropriate care or treated unfairly simply because they have raised a genuine concern or complaint.

Where clinical circumstances mean that continuing treatment is no longer appropriate, any decision will be based on clinical, professional or practical considerations rather than the fact that a complaint has been made.

Physiorehab by Rajvi Shah

Rajvi Shah, Sole Trader

HCPC Registration Number: PH117801

Email: info@physiorajvi.co.uk

Telephone: +44 7440275671

Address: Warwick Clinic Rooms, 148 Emscote Road, Warwick, CV34 5QN

Last updated: September 2026