How to raise a concern with us — and what happens next.
We work hard to provide care that is safe, thoughtful and genuinely helpful. But we also know that things don't always go as they should — and when that happens, we want to hear about it.
Raising a concern takes courage. We will always treat a complaint with respect, handle it in strict confidence, and use it as an opportunity to improve. Making a complaint will never affect the care you or your child receives.
If something hasn't felt right — whether during a session, in how we communicated with you, or in any other aspect of your experience with us — please get in touch as soon as you can. The sooner we know, the easier it is for us to understand what happened.
Email info@appletreeosteopaths.co.uk
WhatsApp or phone 07591 791636
Post Apple Tree Osteopaths, Carmenta Life, Chesham House, Church Lane, Berkhamsted, HP4 2AX
Please put your complaint in writing where possible — this helps us respond thoroughly and make sure nothing is missed.
If you would prefer a family member, friend or advocate to raise a concern on your behalf, that is absolutely fine. Please note that while we can receive a complaint from a third party, we are not able to share clinical information with them without your written consent.
We will acknowledge your complaint — this may be by email or phone, to make sure we have understood your concern fully.
We will aim to provide a full written response. During that time we will investigate what happened, and where appropriate explain what occurred and why, offer an apology if one is due, and set out what we will do differently going forward.
We handle all complaints in conjunction with guidance from our professional indemnifier.
If you don't feel your complaint has been resolved to your satisfaction, or if you would prefer not to raise it with us directly, you have the following options:
The Institute of Osteopathy offers a free, confidential service to help patients and practitioners resolve concerns informally. We would always encourage this as a first step.
Freephone: 0800 110 5857 · Email: enquiries@osteopathy.org
If you have a concern about the fitness to practise of a registered osteopath, you can contact the GOsC directly. Please note that the GOsC cannot award compensation.
Tel: 0207 357 6655
If your complaint relates specifically to how we have handled your personal data, please refer to our Privacy Policy for details of how to raise a concern with the Information Commissioner's Office (ICO).
This procedure does not cover legal liability or compensation claims.
This policy was last reviewed in April 2026.