complaints procedure

Complaints Procedure

Welcome to Lightbulb Chiropractic, where our team is committed to providing exemplary Chiropractic care in a fun, relaxed and educational environment. We look forward to sharing this with you. 

How to complain

More than anything, we want you to love what we do. We know we might occasionally make mistakes – and if we do, most problems are best resolved at the time. So please just say if something isn’t done right and we’ll do our best to fix it then and there for you. If you prefer to make a more formal complaint, please do so as soon as possible so we can make it right for you. 

Our formal complaints procedure involves 4 stages. Should the first stage fail to resolve your complaint, you’ll be referred to the next stage. 

  1.    Initially we ask you to address your concerns in writing to the Chiropractor – Sarah Keen – who will attempt to address the issue to your complete satisfaction by speaking to you as soon as possible. Sarah can be contacted by email hello@lightbulbchiropractic.co.uk or by writing to her at Lightbulb Chiropractic, Mind Body & Soul, 97 Gosbecks Road, Colchester, Essex, CO2 9JT. If you would find it too difficult or uncomfortable speaking directly to Sarah, the appropriate step is to refer to the next stage. However we hope that most clients will feel able to talk through concerns directly with Sarah after setting out the complaint in writing.
  2.    Should this be unsuccessful, or should you feel uncomfortable dealing with Sarah Keen for any reason, we will refer you to our Practice Manager or another Chiropractor should the issue require specific Chiropractic knowledge. The Practice Manager can be contacted by writing to ‘The Practice Manager’ at Lightbulb Chiropractic, Mind Body & Soul, 97 Gosbecks Road, Colchester, Essex, CO2 9JT.
  3.    If a satisfactory outcome is not available via these avenues we will direct your concerns to our professional association – The United Chiropractic Association. The UCA can be contacted by writing to the ‘Peer and Ethics Committee’ at Unit 57 Basepoint Centre, Metcalf Way, Crawley, RH11 7XX or by telephone on 01293 817175. 

With these 3 stages, if the complaint is upheld, consideration will be given to redress your concerns. The outcome of any of those 3 stages will be confirmed to you in writing.

  1. Finally should the issue not have been resolved via any of these avenues, you can pursue a formal complaint to the General Chiropractic Council (GCC), the regulatory body of the Chiropractic Profession at Park House, 186 Kennington Park Road, London, SE11 4BT.  

The action/s we will take

Normally, we will 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

We observe strict rules of confidentiality. If someone is complaining on your behalf, we will require written authority from you so that he/she can act on your behalf.

We hope that you feel you will never need to follow these procedures and look forward to an exciting journey toward optimal life expression.

Sarah Keen

you were born to shine

your family's first steps towards vitality & healing are right here

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