Complaints Policy
complaints Policy Last updated: October 2026
DT Physio Ltd aims to provide a high standard of physiotherapy and rehabilitation. We welcome feedback and take concerns and complaints seriously.
Making a complaint will not affect the care you receive from DT Physio.
Raising a Concern
If you are unhappy with any aspect of the service, we encourage you to raise the matter as soon as possible.
Where appropriate, concerns can initially be raised verbally so that they can be discussed and, where possible, resolved promptly.
If the matter cannot be resolved informally, or you would prefer to make a formal complaint, the complaint should be submitted in writing.
A relative, representative or carer may make a complaint on behalf of a patient where appropriate. We may need the patient's consent before discussing confidential information with another person.
Making a Formal Complaint
Formal complaints should be sent to:
DT Physio Ltd
Email: info@dtphysio.co.uk
Please provide as much relevant information as possible, including the nature of the concern, when it occurred and what you would like us to consider.
How We Will Respond
DT Physio will acknowledge a formal complaint within 5 working days of receiving it.
The complaint will be reviewed fairly and appropriately. Relevant clinical records, correspondence or other information may be reviewed as part of the investigation.
We aim to provide a written response within 20 working days of acknowledging the complaint.
If additional time is required because of the nature or complexity of the complaint, you will be informed and provided with an update.
The response will explain the outcome of the review and, where appropriate, any actions taken as a result.
Confidentiality
Complaints will be handled sensitively and information will only be shared where reasonably necessary to investigate or respond to the matter, or where disclosure is otherwise required by law or professional obligations.
Information relating to complaints will be handled in accordance with the DT Physio Privacy Notice.
Professional Conduct or Fitness to Practise
DT Physio will aim to address concerns about the service directly through this complaints process.
The Health and Care Professions Council (HCPC) regulates physiotherapists in the UK. If a concern relates to serious professional conduct, competence or fitness to practise, it may be appropriate to raise the matter with the HCPC.
Information about raising a concern is available directly from the HCPC.
Learning from Complaints
Complaints and feedback may be used to identify where improvements can be made to DT Physio's services, procedures or standards of care.
Where appropriate, action will be taken to reduce the likelihood of similar concerns arising in the future.
Contact Details
DT Physio Ltd
167–169 Great Portland Street
5th Floor
London
England
W1W 5PF
Email: info@dtphysio.co.uk
DT Physio Ltd is incorporated and registered in England and Wales.
Company number: 15428789