Complaints or Concerns

As registered Osteopaths we intend to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.

If you have any complaint or concern about the service you have received from our osteopaths you are entitled to ask for an explanation.

In the first instance complaints are dealt with by Felicity Bertin in conjunction with advice from her professional indemnifier. This procedure does not deal with matters of legal liability or compensation.

Our promise to you

We will: 

Listen to your complaint or concern.

Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.

Improve the service however she can.

How to make your complaint 

It is hoped that your problem can be resolved easily and promptly, often at the time the problem arises and with the person concerned.   If your problem cannot be sorted out in this way and you wish to make a complaint please do so as soon as possible.  This will enable us to establish what happened more easily.

Please make your complaint in writing to Felicity Bertin by emailing her on

Please be assured that any complaint you make written or verbal will be treated in strict confidence and have no effect upon the level of treatment and care that you receive.

If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do and we will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf we cannot provide any medical information to a third party without your authority.  To discuss or provide confidential information she would require a note signed and dated by you.  

What happens next?

Your complaint will be acknowledged within two working days of receiving it.  This may well be a phone call to you (or your advocate) to make sure we fully understand your complaint.  

We will aim to make a full response to you within the next 21 working days.  During that time an investigation will seek to find out what has happened and whether there is any action that can be taken to put things right. 

We will:

  • Find out what happened and what went wrong
  • Make sure you receive an explanation and an apology if this is appropriate
  • Identify what we can do to ensure that this problem does not arise againĀ 

Getting further help with your complaint

If you feel uncomfortable complaining directly or do not feel that your complaint has been resolved to your satisfaction, you can speak to the Institute of Osteopathy by ringing Freephone 0800 110 5857 or emailing

If you are concerned about safety and you wish to instigate a formal complaint with the regulatory body, the General Osteopathic Council can be contacted on 0207 3576655. Please note that the General Osteopathic Council cannot award compensation.

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