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Complaints Procedure

At Aceso Chiropractic, we are committed to providing care and service in a professional, respectful and patient-centred way. We take concerns and complaints seriously and see them as an opportunity to listen, learn and improve.

Most concerns can often be resolved quickly and informally at the time they arise. However, where this is not possible, we have a clear complaints procedure in place to ensure that concerns are handled fairly, promptly and transparently.

How to Raise a Concern or Complaint

If you have a concern about any aspect of your care or your experience with the clinic, you may raise this:

Aceso Chiropractic
25 Moreton Road
Buckingham
Buckinghamshire
MK18 1JZ

You may speak directly with your chiropractor, or if you would prefer, with another member of the team.

We will always aim to listen carefully and resolve concerns as promptly as possible.

What Happens Next

Once a complaint is received, we will:

  • Acknowledge it within 2 working days

  • Review the concerns raised

  • Aim to provide a response, explanation or arrange a meeting within 10 working days

If a matter requires further investigation and this timescale is likely to be extended, we will let you know and keep you updated.

Our aim is to deal with complaints fairly, respectfully and transparently.

Complaints Made on Behalf of Someone Else

We take confidentiality seriously.

If someone wishes to make a complaint on behalf of another person, we may require written authority from that person before discussing confidential information, unless they are legally unable to provide consent or another person has legal authority to act on their behalf.

If We Are Unable to Deal With a Complaint

In some circumstances, there may be parts of a complaint that the clinic is unable to investigate directly for legal or regulatory reasons.

If this happens, we will explain why and, where appropriate, provide guidance on who may be better placed to help.

If You Remain Dissatisfied

If you remain dissatisfied after we have had the opportunity to investigate and respond, you may contact the General Chiropractic Council, the regulatory body for chiropractors in the United Kingdom.

The GCC can provide guidance on concerns relating to registered chiropractors and professional standards.

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