1. Speak to Nick where appropriate
Many concerns can be resolved through a calm conversation. You may raise a concern during the appointment if it is safe and comfortable to do so, or contact Nick afterwards.
2. Make a written complaint
Email nick@sportsmassagehove.co.uk with the subject “Formal complaint”. Include your name, contact details, appointment date, what happened and the outcome you are seeking. Do not send original documents.
3. Acknowledgement and review
Nick aims to acknowledge a written complaint within five working days and provide a substantive response within 20 working days. If more time or information is needed, you will receive an update and a revised timeframe.
4. Possible outcomes
An outcome may include an explanation, apology, correction, service improvement, refund where appropriate, referral to an insurer or professional body, or a reasoned decision that the complaint is not upheld.
5. Escalation
Nick is a registered member of the Institute of Sport & Remedial Massage. Depending on the concern, its published process or Nick’s insurer may provide a further route. Data-protection concerns may be raised with the Information Commissioner’s Office, and consumer advice is available from Citizens Advice.
6. Safety and criminal concerns
This procedure is not a substitute for emergency help. Contact emergency services if someone is at immediate risk. Alleged criminal conduct can be reported directly to the police.
7. No disadvantage
A person will not be treated unfairly for raising a genuine concern. Abusive or threatening communication may be managed proportionately to protect safety.