Complaints Policy & Procedure

Version 1.0 | Date: 24 June 2026 | Review date: 2027

 

1. Our Commitment

Narberth Chiropractic Clinic is committed to providing safe, effective, and patient-centred chiropractic care. We take all concerns and complaints seriously, as they help us to improve our service and maintain the high standards expected of registered chiropractors.

Both Rebecca Stopp and Matthew Burden are registered with the General Chiropractic Council (GCC) and are bound by the GCC Code of Professional Practice (effective January 2026). This complaints procedure complies with GCC requirements and the standards set out in that Code.

2. Who This Policy Applies To

This policy applies to all patients and former patients of Narberth Chiropractic Clinic, and to any person acting on their behalf (e.g. a parent, carer, or legal representative).

3. What Is a Complaint?

A complaint is any expression of dissatisfaction about any aspect of your care or experience at the clinic. This includes, but is not limited to:

  • The clinical treatment you received
  • The conduct, attitude, or communication of any practitioner or staff member
  • Waiting times or appointment scheduling
  • Premises, facilities, or accessibility
  • How your personal information has been handled
  • Billing or charges

4. How to Make a Complaint

4.1 Informal Resolution

Many concerns can be resolved quickly by speaking directly with your chiropractor at the time of your appointment, or by contacting the clinic by telephone or email. We encourage this as a first step wherever possible.

Telephone: 01834 860200

Email: info@narberthchiropractor.co.uk

4.2 Formal Written Complaint

If you would prefer to make a formal complaint, please do so in writing. You can write to us at:

Narberth Chiropractic Clinic

Picton terrace, Spring Gardens, Narberth, SA67 7AW

Or by email to: info@narberthchiropractor.co.uk

Please include your full name, contact details, the date(s) of the relevant appointment(s), and a clear description of your concern. If you would like help putting your complaint in writing, please ask a member of staff.

5. Timeframes

We will acknowledge receipt of your formal complaint within 3 working days.

We aim to investigate fully and provide a written response within 20 working days. Where a complaint is complex, we may need longer. In such cases we will write to you explaining the reason for the delay and give an expected response date.

6. Our Investigation Process

On receiving a formal complaint, we will:

  1. Acknowledge your complaint in writing within 3 working days
  2. Carry out a thorough and impartial investigation
  3. Where appropriate, review clinical records and any other relevant documentation
  4. Give you the opportunity to discuss the matter if you would find this helpful
  5. Provide you with a full written response, including the outcome of our investigation and any actions we are taking
  6. Apologise where we have fallen below the standard of care expected — this is not an admission of legal liability

7. Confidentiality

All complaints will be handled sensitively and in confidence. Information about your complaint will only be shared with those who need to be involved in the investigation. Your care will not be adversely affected by the fact that you have raised a complaint.

8. If You Are Not Satisfied

If you are not satisfied with our response, or if you feel your complaint has not been resolved adequately, you have the right to escalate your concern to the General Chiropractic Council (GCC).

General Chiropractic Council

44 Wicklow Street, London, WC1X 9HL

Telephone: 020 7713 5155

Website: www.gcc-uk.org

Email: complaints@gcc-uk.org

The GCC regulates chiropractors and can investigate concerns about fitness to practise. Please note that the GCC investigates the conduct and competence of individual chiropractors — it is not an arbitration service for clinical disputes or financial matters.

 

You may also seek independent advice from:

  • The Citizens Advice Bureau: www.citizensadvice.org.uk
  • NHS Direct Wales (if you have a related NHS query): 111

9. Learning from Complaints

We keep a confidential record of all complaints received and their outcomes. This information is reviewed periodically to identify any patterns or themes that may indicate an area for improvement. Complaints are treated as a valuable source of feedback and are discussed at practice meetings.

10. Policy Review

This policy will be reviewed annually or following any significant change in guidance from the GCC or in relevant legislation. The policy was last reviewed and approved by both partners of Narberth Chiropractic Clinic.