Complaints Procedure
Last updated: 4 September 2026
Lyfe Health Isle of Wight trading as Cowes Chiropractic Clinic is committed to providing a professional, respectful and high standard of care to all of our patients.
We aim to resolve any concerns quickly and fairly. If something has gone wrong or you are unhappy with any aspect of the care or service you have received, we would like you to tell us. Complaints and feedback also help us identify where we can improve our services.
1. How to Make a Complaint
We ask that complaints are made in writing so that we have a clear record of your concerns and can investigate them properly.
Please include as much relevant information as possible, including:
- Your name and contact details
- The nature of your complaint
- The date or approximate date of the incident or treatment concerned
- The name of the practitioner or member of staff involved, if known
- Any relevant supporting information
- What you would like us to consider or do to resolve the matter
Complaints can be sent by email or post to:
Lyfe Health Isle of Wight trading as Cowes Chiropractic Clinic
24–26 Birmingham Road
Cowes
Isle of Wight
PO31 7BH
Telephone: 01983 282810
Email: cowes@themedical.co.uk
If you require assistance in making a complaint in writing because of an accessibility need or other difficulty, please contact the clinic and we will make reasonable arrangements to assist you.
2. What Happens Next
We will acknowledge your complaint and arrange for it to be investigated.
Your complaint will normally be reviewed by an appropriate senior member of the clinic team. As part of the investigation, we may review relevant records and speak to the practitioner or member of staff involved.
We will provide you with a written response within 14 working days of receiving your complaint.
Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take.
If the matter is particularly complex and we are unable to provide a full response within 14 working days, we will let you know and explain when we expect to provide our response.
3. If You Are Not Satisfied With Our Response
If you are unhappy with our response, you can ask us to review the matter again.
Please contact us in writing and explain:
- Why you remain dissatisfied
- Which aspects of our response you would like us to reconsider
- Any additional information you would like us to take into account
Where possible, the review will be carried out by a senior person who was not responsible for the original investigation.
We will provide you with our final written response within 14 working days of receiving your request for a review, or let you know if additional time is reasonably required.
4. Taking Your Complaint Further
We hope that concerns can be resolved through our internal complaints procedure. However, if you remain dissatisfied after receiving our final response, you may be able to raise your concern with the appropriate professional or regulatory body.
The appropriate organisation will depend on the profession of the practitioner involved and the nature of your concern.
This may include:
General Chiropractic Council (GCC)
For concerns relating to a registered chiropractor.
General Osteopathic Council (GOsC)
For concerns relating to a registered osteopath.
Health and Care Professions Council (HCPC)
For concerns relating to a registered physiotherapist or another healthcare professional regulated by the HCPC.
You can contact the relevant regulatory body directly for further information about the types of concerns they are able to consider and their complaints or fitness-to-practise process.
Nothing in this complaints procedure prevents you from contacting an appropriate regulator directly where necessary, particularly where there is a serious concern regarding patient safety or professional conduct.
5. Confidentiality
Complaints will be handled sensitively and confidentially.
Information relating to a complaint will only be shared with those who need it in order to investigate, respond to or manage the matter appropriately, or where disclosure is required by law or a professional or regulatory obligation.
Personal information will be handled in accordance with our Privacy Policy.
6. Our Commitment
Making a complaint will not adversely affect the care you receive from Cowes Chiropractic Clinic.
We take complaints seriously and aim to deal with them professionally, fairly and respectfully.
Where a complaint identifies an opportunity to improve our service, procedures or standards of care, we will consider what appropriate action can be taken to reduce the likelihood of the issue happening again.
Contact Us
If you would like to make a complaint, please write to:
Lyfe Health Isle of Wight trading as Cowes Chiropractic Clinic
24–26 Birmingham Road
Cowes
Isle of Wight
PO31 7BH
Telephone: 01983 282810
Email: cowes@themedical.co.uk