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Apex Chiropractic Ltd, trading as Align Chiropractic
 

We’re here to listen
 

At Align, we are committed to providing high-quality chiropractic care and a positive experience for every patient.

We recognise that, occasionally, things may not go as expected. If you are unhappy with any aspect of your care or experience with us, we want to hear from you.
 

Your feedback is important. It gives us the opportunity to understand what has happened, address your concerns and, where appropriate, improve the care and service we provide.
 

We will always aim to handle your complaint respectfully, fairly, promptly and confidentially.
 

At a glance:
 

Easy to raise
You can make a complaint in person, by telephone, email or in writing. You do not need to complete a special form.
 

Prompt
We aim to acknowledge written complaints within two working days.
 

Thorough
We will investigate your concerns carefully and, where possible, provide a full response within fifteen working days.
 

Respectful
You will be treated with courtesy and respect throughout the process.
 

Confidential
We will handle your complaint sensitively and only share information where it is necessary to investigate and respond.
 

1. How to make a complaint
 

If possible, please raise your concern as soon as you can. Early communication often gives us the best opportunity to resolve an issue quickly.
 

You can make a complaint in whichever way is most comfortable for you:
 

In person
Speak to your chiropractor or the person responsible for complaints at Align.
 

By telephone

01273870010
 

By email
info@align.org.uk Please put FOA Clinic Manager Complaint in the subject line.
 

In writing:
Clinic Manager

Align Chiropractic

2a Southview Road,

Southwick

West Sussex

BN42 4TU
 

You do not need to use a particular form or wording.
 

To help us understand and investigate your concerns, it would be helpful if you could tell us:

• What happened and when.

• Who was involved, if known.

• What has concerned or upset you.

• What you would like us to do.

• How we can contact you.
   

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2. Can someone complain on my behalf?

Yes.

You can ask a relative, friend or another person to raise a complaint on your behalf.
 

To protect your privacy, we will normally need your written consent before discussing confidential information with someone acting for you or providing them with a detailed response.
 

If you are unable to make a complaint yourself, please let us know and we will discuss the appropriate arrangements with you.
 

3. What happens after I make a complaint?

We will deal with your complaint as promptly and fairly as possible.
 

Step 1 — We acknowledge your complaint
 

We aim to acknowledge written complaints within two working days.

We will confirm who is dealing with your complaint and may contact you if we need any further information.
 

Step 2 — We investigate
 

We will review the information available, speak with relevant members of the team and seek clarification where necessary.

We will consider your concerns carefully and investigate them as objectively as possible.
 

Step 3 — We respond
 

Where possible, we aim to provide a written response within fifteen working days.

Our response will explain what we have found and, where appropriate, any action we intend to take.

If we need longer to complete our investigation, we will explain the reason and keep you updated.
 

4. Will I be offered a meeting?
 

Depending on the nature of your complaint, we may offer you the opportunity to meet with the chiropractor or member of staff involved.
 

A meeting can provide an opportunity to:

• Explain your concerns in person.

• Ask questions.

• Discuss what you would like to achieve.

• Understand what we have found.

• Discuss any appropriate action or next steps.

You are welcome to bring a friend or relative with you.
 

If someone is attending or acting on your behalf, we may need your written authority before discussing confidential information with them.
 

5. What if we have made a mistake?
 

We will be open and honest about what we find.

If we believe something could have been handled differently, we will explain this and, where appropriate, apologise and tell you what we can do to put things right or prevent the same issue happening again.

An apology or expression of regret is intended to acknowledge your experience and does not, by itself, constitute an admission of legal liability.
 

6. Confidentiality and record keeping
 

Your privacy is important to us.

We will handle your complaint sensitively and confidentially. Information will only be shared with people who need it to investigate and respond to your complaint, subject to our legal and professional obligations.
 

We will keep appropriate records of complaints and their investigation. These may include:

• Your name and contact details.

• Details of anyone acting on your behalf.

• The date and method of your complaint.

• Details of the concerns you have raised.

• Relevant telephone calls, correspondence and meetings.

• The investigation and our response.

• The outcome and any action taken by Align.
   

Where appropriate, complaint records will be kept separately from your clinical records.
 

7. When we may need to involve our insurers
 

Some complaints or incidents may need to be notified to our professional or clinic insurers because they could potentially lead to a claim involving clinical negligence or misconduct.
 

Where appropriate, Align or the relevant practitioner will seek advice promptly.
 

8. If you remain dissatisfied
 

We hope that we can resolve your concerns through Align's complaints procedure.

If you remain dissatisfied after receiving our response, you may wish to contact the General Chiropractic Council (GCC), the statutory regulator for the chiropractic profession.
 

General Chiropractic Council

Park House
186 Kennington Park Road
London
SE11 4BT
 

Telephone: 020 7713 5155
Email: enquiries@gcc-uk.org
 

9. Information that will help us
 

The more information you can provide, the easier it will be for us to investigate your concerns.

Please provide, where possible:

• Your name and preferred contact details.

• What happened and when.

• The names of any people involved, if known.

• Copies of relevant correspondence.

• What you would like us to consider or achieve.

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Thank you for telling us
 

We understand that raising a complaint can sometimes feel difficult, but your feedback gives us an opportunity to listen, learn and improve.
 

Whatever the nature of your concern, we will treat you with courtesy, respect and consideration throughout the process.
 

Thank you for helping Apex Chiropractic Ltd, trading as Align, continue to improve the care and experience we provide to our patients.

 

Document version: 2.0 | 2026