Rehabilitate Therapy Limited is committed to providing a high-level of service to our clients and referrers. If we do not deliver that and you do not believe you have received satisfaction, we need to hear from you. This will help us to make positive and constructive changes.

Therefore, we aim to ensure that:
• making a complaint is as easy as possible;
• we respond to complaints in a timely manner;
• we deal with it promptly, politely, and sensitively / confidentially; and
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns can be dealt with much more effectively and quicky in an informal way but if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Complaints Procedure

If you have a complaint, please email hello@rehabilitatetherapy.co.uk

Next steps

1. We will send you a letter acknowledging your complaint and asking you to reply to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.

2. We will record your complaint in our Complaints Register within a day of having received it.

3. We will acknowledge receipt of your reply to our complaint acknowledgment letter and confirm what will happen next. You can expect to receive this acknowledgement within 5 working days of our receipt of your reply.

4. We will then start to investigate your complaint. This will normally involve the following steps:

I. Where applicable we will ask the person relating to the complaint and who dealt with you to reply to us about your complaint within 5 days of our request;
II. We will then examine their reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 4 days from receiving their reply;
III. Following this process we will provide you with a full response after the investigation is complete.