Terms & Conditions

Deposits

A 50% non-refundable deposit is required to confirm a new booking.

If the original time or date must be changed, at least 24 hours' notice is required; this notice period ensures fairness to all clients.

Cancellation Policy

We require at least 24 hours' notice for cancellations or changes.

Cancellations made less than 24 hours before the session will be charged 100% of the session fee.

The outstanding balance must be paid before any future sessions can commence.

Please note this policy has no exceptions.

Late Arrivals

Please arrive on time.

If you are running late, please notify us as soon as possible.

Sessions will proceed as scheduled and will conclude at the planned end time, regardless of arrival time.

No extension or refund will be offered for late arrivals.

Language Requirements

All clinic sessions are conducted in English.

If English is not your first language, we are not able to provide translation services. You may bring a translator of the same sex to your appointment if required.

Please note that any interpretation must be accommodated within your allocated appointment time. As additional time will be required for the translation of questions, instructions, and treatment information, the assessment and treatment provided during the session may be reduced accordingly.

Complaints Procedure

Who Can Make a Complaint

We can only accept complaints from:

The person who received treatment, or
Someone with legal authority to act on their behalf, such as an individual holding Power of Attorney.

We may request evidence of legal authority before proceeding.

Language Requirement

To ensure accuracy and clarity, all complaints must be submitted in English.

How to Make a Complaint

You can submit a complaint in the following ways:

In Writing

By email
By letter

In Person PhysioKinesis Therapy Limited 25 Alvin Street Gloucester GL1 3EH.

What to Include

To help us investigate your concern effectively, please provide:

Your full name and contact details
Confirmation that you are the person treated or have legal authority to act for them
A clear description of your concern
Relevant dates, names, or supporting information.

Acknowledgement

We will acknowledge your complaint within 3–5 working days of receiving it.

How We Investigate

Your complaint will be handled sensitively and fairly.

Tracey Wilson‑Kissoon oversees all complaint investigations.
We will gather relevant information and speak with those involved to fully understand the situation.

Response Time

You will receive a written response within 14–28 days. If the matter is complex and requires more time, we will keep you updated.

Possible Outcomes

Depending on the findings, outcomes may include:

An apology
An explanation
Changes to practice or procedures
Other appropriate actions.

If You Are Not Satisfied

If you feel your concern has not been resolved, you may escalate your complaint to the Chartered Society of Physiotherapy (CSP). Details will be provided upon request.

Confidentiality

All complaints are handled confidentially. Information is only shared when necessary to investigate and resolve the issue.

Review of This Procedure

This procedure is reviewed annually to ensure it remains effective, fair, and aligned with professional standards.