Summer Physio Reset £189 | 1-Hour Assessment + 3 Follow-Up Sessions | Available until 31st August 2026
Instagram Facebook Youtube
bookings
Summer Physio Reset £189 | 1-Hour Assessment + 3 Follow-Up Sessions | Available until 31st August 2026
Instagram Facebook Youtube
bookings

Complaint Procedure

Introduction

We always strive to provide a high standard of care in all our services. Your feedback is important to us and helps ensure our services consistently meet your needs. If you are dissatisfied with any aspect of our services, it is crucial that you let us know. 

If a complaint raises concerns about potential abuse or neglect, we will inform the local council’s adult safeguarding team, which will determine how to investigate and monitor outcomes. 

Making a Suggestion

Sometimes individuals may feel more comfortable suggesting improvements rather than making a formal complaint. Anyone receiving services, along with their family or friends, is welcome to make a suggestion. Initially, you should speak to the Manager or their Deputy. Comments or suggestion boxes are available if you prefer to use that method. 

If your suggestion requires the attention of SF Studios as a company, you may send it to: 

General Manager 
SF Studios 
5 Ella Mews 
London, NW3 2NH 
Tel: 0207 284 1168 
Email: accounts@sfstudioslondon.com 

Making a Complaint

We aim to address complaints promptly, effectively, and fairly. We treat all complaints seriously and use the insights gained from investigations to enhance our services. All complaints are treated confidentially. 

SF Studios assures clients and their families that services will not be withdrawn or reduced as a result of making a complaint in good faith. 

Who Can Complain

Anyone affected by the way SF Studios delivers services can make a complaint. 

A representative may make a complaint on behalf of the affected individual if they: 

  • Have passed away; 
  • Are unable to make a complaint themselves; or 
  • Have given consent for the representative to act on their behalf. 

If you are uncomfortable making a complaint yourself and do not have someone to assist you, we can arrange for an independent advocate to support you. 

How to Make a Complaint

You can make a complaint: 

  • By letter; or 
  • By email. 

Anonymous Complaints

We handle anonymous complaints under the same procedure; however, providing contact details allows us to inform you about the outcome of our investigation.

Responsibility

The Registered Manager has overall responsibility for handling complaints about their service. 

We will provide, as far as reasonably practicable: 

  • Any assistance needed to understand the complaints procedure; or 
  • Guidance on where to find such assistance. 

How We Handle Complaints

The Registered Manager or SF Studios may appoint a member of the management team to investigate the complaint. This individual will have the necessary seniority and expertise to address the issues raised. 

  • Acknowledgement: We will acknowledge your complaint within three working days and provide the name and contact details of the person investigating it. 
  • Progress Updates: We will keep you informed about the progress of the investigation. 
  • Resolution: Our goal is to resolve complaints within 28 working days unless we agree on a different timeframe with you. 

Once the investigation is complete, we will arrange a meeting with you to discuss the outcome and provide a written response that includes: 

  • Details of our findings; 
  • Actions taken; and 
  • Proposals for resolving your complaint. 

Time Limits

Please make your complaint as soon as possible after the event or issue comes to your attention. Complaints made more than 30 days later may not be fully investigated. However, we will consider whether you had valid reasons for the delay and whether it remains feasible to investigate the matter fairly and effectively.

Further Steps

If you are dissatisfied with how we are handling your complaint at any stage, you can escalate the matter to the General Manager at: 

SF Studios Ltd 
5 Ella Mews 
London, NW3 2NH 
Tel: 0207 284 1168 

If you are unhappy with the outcome of our internal complaint process, you can refer your complaint to the Local Government Ombudsman (LGO) for review. The LGO provides a free, independent service. 

Contact the LGO at: 
Tel: 0300 061 0614 
Website: www.lgo.org.uk 

Note: The LGO will generally only investigate a complaint after the service provider has had the opportunity to address and resolve the matter.