At Physiotherapy Clinic Glasgow Direct (“we”, “us” or “our”) we want you to be happy with our service. If something has gone wrong, we would like the chance to put it right. This page explains how to make a complaint about our service, how we will handle it, and where to raise concerns about the physiotherapy treatment itself.
Last updated: June 2026
What This Procedure Covers
This procedure covers complaints about our service, which is connecting you with physiotherapists and helping to arrange and book appointments. Because we do not provide physiotherapy or any clinical care ourselves, complaints about the treatment you receive are handled differently, as explained further down this page.
How To Make A Complaint
You can make a complaint by email at info@physiotherapyclinicglasgowdirect.co.uk or through our contact page. To help us look into your complaint quickly, please include:
- Your name and contact details
- What happened and when
- Any relevant details, such as the date of your enquiry or booking
- What you would like us to do to put things right
What Happens Next
We will acknowledge your complaint within 5 working days of receiving it. We will then look into it and aim to give you a full response within 20 working days. If your complaint is complex and we need more time, we will let you know and keep you updated on our progress. We will always treat your complaint fairly, confidentially and without any disadvantage to you.
Complaints About Your Physiotherapy Treatment
The physiotherapists and clinics we connect you with are independent providers, responsible for their own assessment, advice and treatment. If your complaint is about the physiotherapy treatment you received, please raise it directly with the physiotherapist or clinic in the first instance, as they are best placed to respond and will have their own complaints process.
If your concern is about a physiotherapist’s professional conduct or fitness to practise and it cannot be resolved with them, you can contact their regulator, the Health and Care Professions Council (HCPC), at hcpc-uk.org. If your physiotherapy was provided through the NHS, you can also use the relevant NHS complaints process.
If You Are Still Not Satisfied
If you have been through our complaints procedure and are still not satisfied with how we have handled your complaint about our service, you can seek free, independent advice. In Scotland, consumer advice is available from Advice Direct Scotland at consumeradvice.scot.
Contact Us
If you have any questions about this complaints procedure, please contact us by email at info@physiotherapyclinicglasgowdirect.co.uk or through our contact page.