Complaints Procedure

At Kingston Chiropractic & Wellness Centre, we are committed to providing the highest standard of care. If you are unhappy with any aspect of your treatment or experience, we want to know — and we take all concerns seriously.

Step 1: Talk to Us Directly

In the first instance, please raise your concern directly with Dr Kelly. Many concerns can be resolved quickly with a conversation. You can do this in clinic, by telephone, or in writing.

Step 2: Formal Written Complaint

If your concern is not resolved informally, you can make a formal written complaint to us. Please include:

• Your full name and contact details
• The date(s) the concern relates to
• A clear description of your concern
• What outcome you are seeking

Send your written complaint to: wellness@kingston-chiropractic.co.uk or to our registered address above.

Acknowledgement: We will acknowledge your complaint within 3 working days.
Response: We aim to provide a full written response within 20 working days. If we need more time, we will let you know and explain why.

Step 3: External Resolution

If you are dissatisfied with our response, you have the right to refer your complaint to the General Chiropractic Council (GCC):

The GCC regulates all chiropractors in the UK and can investigate concerns about a chiropractor's fitness to practise, professional conduct, or health.

Your Rights During This Process

• You may bring a friend, relative, or advocate to any meetings with us
• Making a complaint will not affect the quality of your care
• You may continue to receive treatment from us while your complaint is being investigated
• All complaint information is kept confidential and handled in accordance with our Privacy Policy

Learning From Complaints

We review all complaints as part of our ongoing commitment to quality improvement. Feedback — whether positive or negative — helps us provide better care. We take every concern seriously and use it to improve our practice.