At INNERV8 Sports & Spinal, we are committed to providing a high standard of care for all our patients, including children and young people. If you are unhappy with any part of the service you or your child receives, we encourage you to let us know. Complaints and feedback help us to improve and ensure everyone receives safe, respectful, and effective care.

1. Who Can Make a Complaint

We welcome complaints from:

• The patient (including children, if they are able and wish to do so)

• A parent or legal guardian

• A carer or individual with parental responsibility

• An advocate or representative acting in the child’s best interest

Children have the right to be heard and involved in decisions about their care. If a child raises a concern, we will listen sensitively and take it seriously.

2. How to Make a Complaint

You can raise a concern or make a complaint in the following ways:

• By email: kerby@nickisphysio.com

• By phone: 07587 960 886

• By post: Nicki’s Physio, 13 Anyards Road, Cobham, KT11 2LW

• In person: Speak to your physiotherapist or a member of the clinic team

Please include your name and contact details, your child’s name (if relevant), the nature of the complaint, and any details that may help us investigate (such as the date of the appointment and name of the practitioner involved).

3. What Happens Next

Once we receive your complaint:

• We will acknowledge it within 3 working days

• We will investigate the matter thoroughly, fairly, and confidentially

• You will receive a full response within 10 working days. If we need more time, we will let you know and keep you updated

If appropriate, we will explain what went wrong and what action we are taking to improve.

4. Safeguarding and Child Protection

If your complaint relates to the safety or welfare of a child, we may be required to follow our safeguarding procedures in line with national guidance and legal obligations.

This may involve sharing information with our Designated Safeguarding Lead or relevant external safeguarding authorities, including the local council’s Children’s Social Care team.

We always act in the best interest of the child, following the principles of the Children Act 1989, Working Together to Safeguard Children, and HCPC/CSP professional guidance.

5. Escalating a Complaint

If you are not satisfied with our response, you can escalate your complaint to the relevant regulator:

Health and Care Professions Council (HCPC)
www.hcpc-uk.org | Tel: 0300 500 6184

Chartered Society of Physiotherapy (CSP)
www.csp.org.uk | Tel: 020 7306 6666

You may also contact Local Authority Safeguarding Teams if the issue relates to a child protection concern.

6. We Welcome Your Feedback

Whether you are a child, parent, or carer, your feedback helps us grow and improve. You are always welcome to share a concern, compliment, or suggestion.