Complaints Policy

At Phoenix Health Hub, we are committed to providing excellent care and service to all of our patients and clients. We take any concerns or complaints seriously, as they help us improve the quality of care and support we offer.

If you are dissatisfied with any part of your experience at Phoenix Health Hub, we encourage you to raise it with us as soon as possible so we can resolve the issue quickly and effectively. You can raise a concern informally with your practitioner or therapist during or after your appointment. If this doesn’t resolve the issue, or you’d prefer to make a formal complaint, please follow the process below.

Complaints should be made in writing and addressed to the Practice Manager via:

???? pm@phoenixhealthhub.co.uk

???? Phoenix Health Hub Ltd: 79–81 High Street, Uckfield, East Sussex, TN22 1AS

Please include the following information (where applicable):

• Your full name and contact details
• Date(s) of your visit or treatment
• Name(s) of any practitioner(s) involved
• A clear description of your concern or complaint
• Any relevant supporting documents or evidence

We aim to acknowledge all written complaints within 3 working days of receipt. A full investigation will be carried out, and we aim to provide a written response within 10 working days, though complex cases may take longer.

If the investigation requires more time, we will let you know and provide regular updates on the progress of your complaint.

If you remain dissatisfied after receiving our response, you may escalate the complaint to an appropriate external body depending on the nature of the concern. These may include:

• The General Chiropractic Council (GCC) – for complaints about registered chiropractors
• The Care Quality Commission (CQC) – for issues around regulated services or premises (if applicable)
• Trading Standards – for concerns relating to consumer rights
• The Parliamentary and Health Service Ombudsman – if your complaint relates to an NHS-funded service

We will provide guidance on relevant escalation pathways in our formal complaint response if required.

All complaints will be handled with sensitivity and in accordance with applicable data protection and confidentiality standards. Your personal information will not be shared outside of the organisation without your consent, unless required by law or regulatory obligation.

We value all feedback, whether positive or negative. Thank you for helping us to improve and continue to deliver safe, professional, and patient-centred care.