Complaints Procedure

Purpose and scope

This procedure explains how you can raise a concern or complaint about Ben Katz Osteopathy — whether it relates to your osteopathic care, to my service and communication, or to how I handle your personal information. I treat every complaint as an opportunity to put things right and to improve.

My commitment

• I will treat your complaint seriously, fairly and in confidence.
• You will not be treated any differently, and will not receive a poorer standard of care, because you have made a complaint.
• I accept complaints made in any format and through any reasonable route. I will never refuse a complaint because it did not come through an “official” channel.

1. How to make a complaint

Many things can be put right quickly with a quiet word. You are very welcome to raise any concern with me directly, by phone or in person — that is often the easiest way to resolve it, and you do not have to make a formal complaint.

If an informal conversation has not resolved things, or you would simply prefer to make a formal complaint, you can do so in any of these ways:

• By email: ben@thelondonosteopath.com
• By phone: 07816 848 044
• In person, at the clinic

A complaints form is available if you would find it helpful to set your concern out in a structured way — fill it in your browser, or download a blank PDF. You do not have to use the form.

If your complaint is specifically about how your personal information has been handled, please tell me, so I can deal with it under the data-protection part of this procedure.

2. Making a complaint on behalf of someone else

If you are complaining for another person, I may ask for their consent and, where appropriate, proof of your authority to act for them — for example a signed letter of authority or a power of attorney. This protects the other person’s confidentiality.

3. Information I may need

To look into your complaint properly, I may ask you for:

• The nature of your concern
• Relevant dates, appointments or interactions
• Any supporting information or evidence
• The outcome you are hoping for
• Proof of identity, where I need to confirm who I am dealing with (this is more likely for a data-protection complaint)

I will ask for anything I need as early as possible.

4. How I will handle your complaint

I will:

• Acknowledge your complaint within 10 working days of receiving it where possible, and always within 30 days.
• Tell you that I am dealing with it personally — I am also the Data Protection Lead.
• Explain the next steps and the likely timescale.
• Look into the issues you have raised and review any relevant records.
• Keep you informed if the investigation takes longer than expected.
• Respond to you in writing, without undue delay, setting out the outcome, anything I have done or will do, any learning I have taken, and how to take the matter further if you remain unhappy.

Complaints about your personal data

Where your complaint is about how I have collected, used, stored or shared your personal information, I will also explain how your information is used and your rights under data protection law, and assess whether my handling met the requirements of the DUAA and ICO guidance.

Children and young people

If the complaint concerns a child or young person, I will consider their age and understanding, and adapt how I communicate and how I handle any data-protection rights accordingly.

Seeking advice from my insurer

I hold professional indemnity insurance through the Institute of Osteopathy, and may seek advice from them on how best to handle your complaint.

5. If you are not satisfied

If you are unhappy with my response, please tell me and I will review the matter. You can also refer your complaint to an external body.

About your osteopathic care or my conduct

If you remain unhappy, you can contact the General Osteopathic Council (GOsC), the statutory regulator that oversees osteopaths:

• Osteopathy House, 176 Tower Bridge Road, London SE1 3LU
• Telephone: 020 7357 6655
• Email: info@osteopathy.org.uk · Website: www.osteopathy.org.uk

About how I have handled your personal data

You can contact the Information Commissioner’s Office (ICO):

• Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
• Helpline: 0303 123 1113 · Website: www.ico.org.uk

The ICO normally expects you to raise your complaint with me first, and to give me the chance to respond, before it will consider the matter.

6. Recording and learning

I keep a confidential record of all complaints, the outcome, and any action taken. I review complaints to identify any themes or recurring issues, and I use what I learn to improve my care, my service and my data-protection practices.

7. Confidentiality

I handle all complaints in confidence and in line with my privacy notice. Information about your complaint is only shared with those who need it in order to investigate and respond.