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Terms and Conditions

Cancellation Statement

We understand that sometimes you just can’t make your appointment. If you can’t make it, please just let us know, and we can reschedule. We don’t enforce cancellation fees, but we operate on a three-strike system.

Should you fail to not attend, cancel retrospectively, or within 24 hrs of your appointment, after the third indiscretion we will request pre-payment of all further appointments. Should you then not attend, we will keep a discretionary 50% of this prepayment.

Complaints Procedure and Policy

Introduction

At Chiropractic Health, we are committed to providing high-quality chiropractic care and customer service. However, if you are unhappy with any aspect of your treatment or experience, we take your concerns seriously and aim to resolve them promptly.

How to make a complaint

You can raise a complaint in the following ways:

  • In person – Please speak to the chiropractor you have been seeing, or another member of the team.
  • By phone – Call us at 0131 447 2882
  • By email – Send your concerns to hello@thechiropractichealth.com
  • In writing – Chiropractic Health, 9 Colinton Road, Edinburgh, EH105DP.

What Happens Next?

a. Acknowledgment

a. We will acknowledge your complaint within 3 working days.

b. Investigation

a. Your complaint will be reviewed by the clinic manager or a senior chiropractor.
b. We may contact you for further details or to discuss your concerns

c. Response

a. We aim to provide a written response within 10 working days. If more time is needed, we will keep you informed.

If a satisfactory outcome is not available via these avenues, we will direct your concerns to our professional associations –

The Scottish Chiropractic Association (SCA)

The SCA can be contacted by writing to ‘Scottish Chiropractic Association’, The Old Barn, Houston Road, Houston, Renfrewshire, PA67BH. Telephone on 011414040260.

The United Chiropractic Association (UCA)

The UCA can be contacted by writing to the ‘Peer and ethics committee’ Unit 57 Basepoint Centre, Metcalf Way, Crawley, RH11XX or by telephone on 01293817175.

If you are not satisfied with our response, you may escalate your complaint to:
The General Chiropractic Council (GCC). As the regulatory body for chiropractors in the UK, the GCC can investigate concerns about professional misconduct.

Alternatively, if your complaint relates to customer service rather than professional conduct, you may contact:

The Parliamentary and Health Service Ombudsman (www.ombudsman.org.uk)
Trading Standards (for issues relating to fees, contracts, or business practices)

Confidentiality

All complaints are handled confidentially and in accordance with GDPR and clinic policies.

Learning from Complaints

We take all complaints seriously and use feedback to improve our services and patient experience. Where necessary additional training may be undertaken along with alterations to clinic policies and systems.