Complaints Procedure

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If you have a complaint or concern about the service you have received from the clinicians or any of the personnel working at Twilight Podiatry, please let us know. We operate a practice complaints procedure. The practice Complaints Manager is Rebecca Bate.

 

What we do next: We look to settle complaints as soon as possible.

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We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

 

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. When the investigations are complete your complaint will be determined and a final response sent to you. The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

 

Complaining on behalf of someone else: We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing. We may still need to correspond directly with the patient, or may be able to deal directly with the third-party, and this depends on the wording of the authority provided.​​​​​​