We always aim to provide the highest standard of patient care. However, if you are not entirely satisfied with any aspect of our service, please let us know. We take all feedback seriously and use it to improve our practice.

You can download a full, printable copy of this procedure by clicking here or request one from reception.

 

Step 1: Speak to Our Team (Local Resolution)

 

Most problems can be resolved quickly and informally by speaking directly with your practitioner or our practice manager.

  • Who to contact: Please direct your complaint to our Practice Manager, Caz Smeaton, or Principal Osteopath, Rhian Osborne.

  • How to contact us:
    - In person or by phone: Call us on 01722 421242
    - In writing: Email info@notjustbacks.com or post a letter to 107 Exeter Street, Salisbury, Wiltshire, SP1 2SF
    - Use our form: DOWNLOAD HERE
  • What to include: Please provide your name, contact details, proof of identity, together with a clear description of your concerns, any relevant dates, interactions, supporting evidence, and how you would like it resolved.

  • Our timeline:
    - We will acknowledge your complaint within 30 working days
    - We will investigate your concerns promptly and without unnecessary delay, providing a comprehensive response.
    - If your complaint relates to personal data, we will explain how your information is used and your rights under data law.

Step 2: Independent Mediation (Institute of Osteopathy)

 

If you feel uncomfortable discussing the issue with us directly, or if you are unhappy with our local response, you can access independent mediation.

The Institute of Osteopathy (iO) provides a free, confidential Concern Resolution Service to help patients and osteopaths find an amicable solution.

  • Phone: 01582 488 455
  • Email: enquiries@iosteopathy.org
  • Website: www.iosteopathy.org

Step 3: Formal Escalation (General Osteopathic Council)

If your complaint involves serious concerns regarding professional conduct, safety, or fitness to practise, or if mediation does not resolve the issue, you can contact our regulatory body.

The General Osteopathic Council (GOsC) regulates all registered osteopaths in the UK. Please note that while the GOsC investigates professional standards, they cannot award financial compensation.

Information Commissioners Office

If your complaints involve serious concerns regarding your personal data, you can contact The Information Commissioners Office (ICO). This must be done within three months of your last meaningful contact with us.

Important Legal Frameworks

 

Data Protection Act (DPA) & General Data Protection Regulation (GDPR)

We strictly protect your medical and personal data. Investigating a complaint may require our management team to review your medical notes. By raising a complaint, you consent to this internal review. However, your records will never be shared with third parties (including the iO or GOsC) without your explicit, written permission.

Access to Health Records Act (AHRA)

Under the Access to Health Records Act and data protection laws, you have a legal right to request a copy of your clinical notes at any time. If you require these notes to help formulate your complaint, please complete this form and send to our team, and we will provide them promptly and free of charge.