The Chartered Society of Physiotherapy The Chartered Society of Physiotherapy

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Complaints

The CSP delivers high quality services, but occasionally things do go wrong. What can you do when this happens?

First steps

If you are unhappy about any aspect of our service, please get in touch with the person you have been dealing with at the CSP. This will give them a chance to hear what has happened and have a chance to resolve it for you immediately.

The Enquiries Team (ET) can also help you contact CSP staff members should you need to refer back to someone about your complaint. Contact the ET by phone on (+44) (0)20 7306 6666 or via email and tell us more.

Should neither of these routes prove satisfactory, you also have the option of making a formal complaint.

Making a formal complaint

  • First take a look below to quickly see whether or not you should be using this channel for your complaint.
  • If you are happy that it's appropriate to proceed, please use the guidance at the bottom of the page to take your grievance further.

Covered

This procedure is for handling complaints made by members of The Chartered Society of Physiotherapy or those for whom The Chartered Society of Physiotherapy have provided a service. Such a complaint can be about:

  • a failure in a Chartered Society of Physiotherapy service or facility
  • any action on behalf of The Chartered Society of Physiotherapy by a member of staff, official or representative of the Society that has directly adversely affected the complainant.

Not covered

Please refer to the Health and Care Professions Council (HCPC) website for complaints about the professional conduct of chartered physiotherapists: www.hcpc-uk.org/complaints

The procedure is not for:

  • making complaints about the professional conduct of chartered physiotherapists, physiotherapy support workers or student physiotherapists
  • contesting decisions on admission to membership of The Chartered Society of Physiotherapy
  • making claims for damages arising out of policy decisions by The Chartered Society of Physiotherapy or contesting those policy decisions
  • investigating grievances raised by Chartered Society of Physiotherapy employees
  • investigating complaints about The Chartered Society of Physiotherapy made by Chartered Society of Physiotherapy staff, whether members or not
  • complaints about applications for subject access under the Data Protection Act 1998
  • the activities of organisations affiliated to The Chartered Society of Physiotherapy, e.g. clinical interest and occupational groups
  • rehearing matters of complaint previously dealt with by The Chartered Society of Physiotherapy under former procedures.

Further information

Please see our information paper on complaints which has a form you can download: complaints procedure

Links

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