Complaints Policy

Watt Health – Complaints Policy

At Watt Health, we are committed to providing a high standard of care and service. We welcome feedback and take all complaints seriously, as they help us to improve the experience of our patients and visitors.

How to Make a Complaint

If you wish to raise a concern or make a formal complaint, this must be submitted in writing so it can be reviewed appropriately and fairly.

Please send your complaint, including any relevant evidence, to:

Email: clinic@watthealth.co.uk

or

Post: The Directors,

Watt Health Ltd

168A Bridge Road, Sarisbury Green, Southampton, SO31 7EH

Please include your full name, contact details, the name of the clinician or staff member involved (if applicable), the date of the incident, and a clear description of your concern.

What Happens Next

Once received, your complaint will be:

• Logged and acknowledged
• Reviewed by our Directors
• Shared with the relevant clinician(s) or staff member(s) involved

We aim to discuss and respond to your complaint within 5–10 working days, depending on the nature and complexity of the issue. Where further investigation is required, we will keep you informed of any delays.

Our goal is always to resolve concerns fairly, respectfully, and without the need for escalation, and to reach an appropriate outcome wherever possible.

Limitations of Responsibility

Please note that Watt Health cannot accept responsibility for:

• Parking tickets
• Vehicle damage
• The actions or conduct of neighbouring businesses or individuals

Any such matters should be directed to the appropriate external authority.

Professional & Regulatory Complaints

If your complaint relates to the professional conduct, competence, or safety of a regulated clinician, you may also choose to contact the appropriate governing body directly:

• Chiropractors:
  General Chiropractic Council (GCC)
• Physiotherapists and other HCPC-registered professionals:
  Health and Care Professions Council (HCPC)
• Chartered Physiotherapists:
  Chartered Society of Physiotherapy (CSP)

These organisations operate independently and can investigate concerns relating to professional standards and patient safety.