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Complaints

Health in Motion Complaints Policy

At Health in Motion, we are committed to providing our patients with the highest standard of care and service. We welcome feedback and continually design our services with patient satisfaction as our top priority.

If you have a concern or complaint about the care you have received from one of our osteopaths or team members, we encourage you to let us know. Most issues can be resolved quickly, sensitively, and satisfactorily when raised directly with us in the first instance.

Our Care Promise

We will always:

Provide and explain our best clinical judgment.
Respect and value your wishes.
Protect your confidentiality.
Maintain clean, safe, and secure facilities.
Clearly explain treatment plans to support informed choice.
Discuss alternative options where appropriate.
Communicate in everyday language.
Refer you promptly if your needs are outside our scope of practice.
Obtain your consent throughout treatment so you always understand what we’re doing and why.

We will never:

Mislead you about your condition.
Overstate the effectiveness of our treatments.

Recommend more treatment than we believe is necessary to achieve your goals.

Our Support Promise

If something doesn't feel right, we promise to:

Treat your concern seriously and in confidence.
Aim to resolve it promptly and respectfully.
Use all feedback, including complaints, to review and improve our service.

STEP 1:

Raise your concern—either verbally or in writing—with the practitioner involved, or speak to our front desk team. You can also submit your concern via the contact form at the bottom of this page.

If we are unable to speak with you immediately, we will arrange a suitable time.

You may also email us at osteopath@healthinmotion.org.uk or call 020 8991 5280.

STEP 2:

If your concern is not resolved to your satisfaction at this stage, it will be escalated to our Support Team. You will be contacted by email within 3 working days from support@healthinmotion.org.uk. If you’re using the contact form below, please note that you would like your complaint referred to the Support Team.