Company Policies

Complaints:

Back to Health aims to provide the highest standard of evidence-based care for musculoskeletal health problems. We want your care with us to be the best we can provide, therefore if you wish to complain about our service, please let us know.

Most problems are best resolved when they arise, or by speaking to the Clinic Lead at reception. However, if you wish to make a more formal complaint then please do this as soon as possible, preferably within a few days to enable us to address the matter promptly. Formal complaints should be addressed to Mr Jeroen Wagenaar. Please be as specific as possible about the complaint which you wish to make to allow us to investigate the matter thoroughly. These can be sent via email to [email protected] 

We aim to acknowledge your complaint within two working days and give you an explanation or arrange a meeting within ten working days. Complaining on behalf of someone else: If someone is complaining on your behalf we will require written authority from you so that they can act on your behalf due to strict rules of confidentiality.

For Chiropractic Complaints, you may contact our professional association, the British Chiropractic Association, 59 Castle Street, Reading, Berkshire, RG1 7SN - 0118 950 5950 which will investigate the complaint on your behalf. If the complaint remains unresolved, you may refer the matter to the profession's statutory regulator, the General Chiropractic Council, 44 Wicklow Street, London WC1X 9HL - 020 7713 5155. If your complaint is regarding a practitioner for a different modality, we can provide details of their governing body.

Cancellations: 

Missed appointments are a medical and financial challenge for the clinic. We are unable to fill these appointments at very short notice and they prevent patients who may be in a great deal of pain from using our services. If you are unable to attend, we ask for you to notify us by Noon the day prior to your appointment. Provided this notice is given, either a full refund of any prepayment will be issued or the prepayment will be carried forward for the rearranged appointment.

Where appointments are cancelled after Noon the day prior to your appointment a charge equal to 50% of the appointment fee if payable.

Appointments cancelled within 4 hours, or if you fail to attend your appointment, the full fee is payable.

As a courtesy to all our patients, a prompt appointment schedule is adhered to. If you are more than 10 minutes late to an appointment, we may be unable to carry out the treatment and this will result in 50% of the fees being payable.

We appreciate that, on rare occasions emergencies can arise and we are sympathetic to these situations. We provide a text message service which sends a reminder the day before your appointment to your mobile.

Please try to avoid rescheduling appointments as this may have an impact on your treatment outcomes.