Complaint Handling Policy

Contact details:-
Simon Palmer - Practice Manager
The Horse Physio
8 Kingcup Road
Stafford ST17 9JQ
Tel: 07776-135665

Our policy

The Horse Physio is committed to providing the highest levels of care to all our customers. If you are in any way dissatisfied with our service then please let us know as soon as possible. This will help us to continually improve our service to you.

What to do if you have a complaint

If you are unable to resolve a complaint to your satisfaction with the staff member providing the service to you, or if you prefer to address your complaint to a third party, please contact the Practice Manager, whose contact details are shown above, detailing the nature of your complaint. We would ask you to provide your contact details and indicate your preferred method of communication e.g. telephone; email.

Our complaints procedure

  • Complaints can be made by letter, email or telephone.

  • We will acknowledge receipt of your complaint, using your preferred method of communication, within a maximum of five working days.

  • We take all complaints seriously and aim to address your concerns thoroughly, promptly and politely.

  • Complaints should normally initially be addressed to the member of staff with whom you have been dealing, in order to allow them to explain what actions have been taken and to help to resolve your concerns. If you prefer, or are unable to resolve your complaint satisfactorily with that member of staff, you may direct your complaint to the Practice Manager.

  • We aim to resolve all customer complaints as quickly as possible. The length of time will depend on the issues involved. If it is not possible to reach a prompt conclusion we will contact you with an explanation and set out expected timescales by which matters should be resolved.

  • Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.

  • We aim to resolve all our customer complaints internally. If, however, you are not satisfied with the outcome of our complaints procedure then please contact The Association of Chartered Physiotherapists in Animal Therapy (ACPAT) in respect of equine physiotherapy services and Intelligent Horsemanship (IH) in respect of behavioural services. Contact details for these two organisations are as follows:-

ACPAT Secretary
Pembroke House
Middle Lane
OX17 1JQ
Tel: 01295 738 204
Intelligent Horsemanship Ltd
RG17 8QP
Tel: 01488 71300