Complaints Procedure
Capability Practice Ltd Last updated: 15 October 2026 At Capability Practice, we are committed to providing safe, respectful and high-quality Occupational Therapy services. We recognise that there may be occasions when our services do not meet your expectations. If something concerns you, we want you to feel comfortable telling us. We take complaints seriously and aim to address them fairly, sensitively and promptly. Making a complaint will not result in you being treated less favourably. 1. Raising a Concern or Complaint If you are unhappy with any aspect of our service, we encourage you to contact us. You can raise a concern or make a formal complaint by email or telephone. Email: contact@capabilitypractice.co.uk Telephone: 07424 497995 Complaints may relate to clinical care, communication, appointments, professional conduct, fees or any other aspect of your experience with Capability Practice. You may make a complaint yourself or ask a family member, carer or representative to help you. Where someone makes a complaint on your behalf, we may need your consent or another appropriate legal basis before discussing confidential information with them. You do not need to use any particular wording or complete a formal complaints form.
We aim to acknowledge complaints within three working days of receiving them. Where possible, we will confirm: That your complaint has been received Our understanding of your concerns How your complaint will be reviewed When you can expect a response If we need further information to understand the concern, we may contact you for clarification.
We will review complaints fairly, objectively and confidentially. Depending on the nature of the concern, this may involve reviewing appointment records, clinical documentation, communications or other relevant information. We aim to provide a written response within 20 working days. Our response will explain, where appropriate: Our understanding of the concern What we have reviewed Our findings and any relevant explanation Any apology or corrective action considered appropriate What we will do to reduce the likelihood of a similar issue occurring again Some complaints may require additional time, particularly where the circumstances are complex or further information is needed. If we cannot provide a full response within 20 working days, we will explain the reason for the delay and provide an updated timeframe. Where a complaint concerns the clinician who would ordinarily investigate it, we will consider whether independent professional advice or review is appropriate.
If you are unhappy with our response, please let us know. We will consider whether there is further information to review or whether an additional discussion may help resolve your concerns. Depending on the nature of your complaint, you may also have other routes available. Professional conduct or fitness to practise Occupational Therapists in the UK are regulated by the Health and Care Professions Council (HCPC). If your concern relates to an Occupational Therapist's fitness to practise, you may contact the HCPC. Website: www.hcpc-uk.org The HCPC does not act as a general complaints or compensation service and does not resolve every disagreement about clinical care. Data protection concerns If your complaint concerns how your personal information has been handled, you may raise it with the Information Commissioner's Office (ICO). Website: www.ico.org.uk Consumer or contractual concerns If your concern relates to payments, refunds or contractual rights, you may seek independent consumer advice or pursue an appropriate legal remedy. These options do not prevent you from raising concerns directly with Capability Practice.
Complaints will be handled sensitively, with information shared only where necessary and lawful. We will maintain appropriate records of complaints, our responses and any actions taken. We use feedback and complaints to reflect on our practice and identify opportunities to improve our services. Clients will not be disadvantaged or treated less favourably because they have raised a concern or complaint. Where a concern identifies an immediate safety issue, we will consider what action is necessary without waiting for the normal complaints process to conclude.
For questions, feedback or complaints, please contact: Capability Practice Ltd Email: contact@capabilitypractice.co.uk Telephone: 07424 497995 Website: capabilitypractice.co.uk Company number: 15278776 Registered office: 2nd Floor College House 17 King Edwards Road Ruislip, London United Kingdom HA4 7AE This procedure should be read alongside our Terms & Conditions and Privacy Notice.