Complaints Procedure

 

At Active Return, we are committed to providing a high standard of service. If you are dissatisfied with any aspect of your care, we welcome your feedback and will work to resolve your concerns promptly and fairly.

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Informal Resolution

 

Most concerns can be resolved quickly through discussion.

 

Please contact us directly if you have any concerns regarding:

• Appointments

• Communication

• Clinical care

• Workplace ergonomics services

• Billing issues

 

Formal Complaint

 

If you wish to make a formal complaint, please submit details in writing by email or letter.

 

Please include:

• Your name

• Contact details

• Description of the complaint

• Relevant dates

• Outcome you would like to achieve

 

Investigation Process

 

Upon receiving a complaint:

1. We will acknowledge receipt within 5 working days.

2. We will investigate the matter thoroughly.

3. A written response will normally be provided within 20 working days.

 

Professional Standards

 

Active Return is committed to working within professional standards, ethical guidelines and scope of practice requirements.

 

Further Action

 

If you remain dissatisfied after receiving our response, you may seek advice from the relevant professional or regulatory body where appropriate.

 

Contact

 

Active Return, C/O Norfolk Health and Fitness,

Union Building, 51-59 Rose Lane, Norwich, NR1 1BY
Email: Rus@activereturn.co.uk
Telephone: 07739166883