We believe policies and procedures should be in place for our customers. Here are ours.
Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair where the goods are faulty.
Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us in re-saleable condition within 14 days and we will offer you a refund, exchange or a credit note.
Where possible we provide patients with automated text and email reminders for appointments. We do not charge you up front for booking appointments, but we do ask for at least 24 hours notice if you are unable to attend.
We operate a strict 24 hour cancellation policy for appointments, and charge for missed appointments. We hope you appreciate you pay for our therapists time.
We appreciate from time to time, appointments need to be cancelled at short notice due to various reasons. If you cancel your appointment with less than 24 hours notice, we will reduce your missed appointment fee to £20.
If you fail to attend your appointment, this will be charged in full.
Missed appointment and late cancellation invoices have 30 day payment terms. If unpaid, this will remain on file and payment will be required before you can rebook another appointment.
If you feel your complaint relates to something which may be on our CCTV system, please contact us urgently so we can retain a copy of this for further review/investigation. Specific times will help enable us to locate and backup the required footage before it is automatically overwritten.
If you are not entirely satisfied with the service you receive from us, please inform us at the earliest opportunity so we can try and put things right for you.
We feel complaints are best resolved informally and quickly, but understand at times this may not be to your satisfaction.
If you have been unable to resolve your concerns informally, or wish to raise a formal complaint then please put this in writing. You can post this to FAO: Directors, Head Office, Sports Physio UK, 41b Market St, Oldham OL2 8NR. Alternatively you can email it to firstname.lastname@example.org and write ‘Complaint’ in the Subject box.
To help us investigate your complaint, please provide detailed information including names and dates where appropriate. It will also help if we know what outcome would enable us to resolve the complaint satisfactorily.
This will be investigated by one of our directors. If the complaint is in relation to one of our directors, then they will not be involved with handling the complaint. The process may involve information gathering enabling us to formulate a response.
We aim to respond to you as soon as possible (within 7 days). We will inform you the complaint has been received and how quickly we foresee being able to respond. In exceptional circumstances it may take longer than 7 days, but if this is the case you will be notified why.
Upon receiving our response in relation to your Stage 2 complaint, you have 3 months to appeal our decision.
To help us consider your appeal, please inform us in writing of what you remain unsatisfied with. It may help to suggest how you feel we can satisfactorily resolve the issue and put things right.
We will respond to your appeal within 7 days. If we foresee this taking longer then we will inform you and keep you updated.
Stage 4 (External Review)
We acknowledge that we are a small business, and although we assure you of our upmost professionalism in dealing with your complaint, you may be concerned about the internal process in which we handle our own complaints. To offer you assurances on this, we have added an additional External Review stage to our complaints procedure.
Following the appeal, if you would like the complaint file reviewing to provide an independent response, please notify us of this request in writing. By doing this, you provide your consent for us to provide a copy of your complaint (including any associated information, investigation records and personal information).
We will ask them to provide a written response confirming they ‘Agree’ or ‘Disagree’ with the Stage 2 and 3 outcomes. If they ‘Disagree’ we will ask them for their reasons and proposed resolution. You will receive a copy of this, along with our final decision.
Unfortunately upon completion of Stage 4, there is no further option for appeal or investigation.
Should the complaint be GDPR (personal data) related, our GDPR Policy will preside the Complaints Procedure.
Your complaint and any accompanying investigation records will be stored on file by the clinic the complaint relates to. If the complaint relates to a company procedure, admin team or directors then the complaint will be stored at our Head Office. We will typically store this on file for 24 months from our last response, however if there is a over-riding legal reason then it may be retained longer.