At MacFarlane Physiotherapy, we strive to provide the highest standard of care and service. If something doesn’t meet your expectations, we want to hear from you. Your feedback helps us learn, improve, and deliver better support for everyone.
How to Make a Complaint
You can contact us in the way that’s easiest for you:
- In person – Speak to a member of our team or ask to speak privately with the Clinic Manager.
- By phone – Call us on 01786 583259.
- By email – Send details to [email protected].
- By post – Write to:
Clinic Manager
MacFarlane Physiotherapy
65 Barnton Street, Stirling, FK8 1HH
What to Include
To help us understand and respond to your concern, please include:
- Your full name and contact details
- The date and location of the issue
- A description of what happened
- Names of any staff involved (if known)
- What outcome you’re hoping for
What Happens Next?
- We’ll Acknowledge It
You’ll receive confirmation that we’ve received your complaint within 3 working days. - We’ll Look Into It
The Clinic Manager or a senior team member will review your concerns carefully. We might get in touch for more information or to arrange a chat. - We’ll Respond
You’ll receive a full reply within 10 working days (or we’ll keep you updated if more time is needed). - We’ll Act
We’ll explain what’s been done to resolve the issue – and, where needed, what we’re doing to prevent it happening again.
If You’re Not Satisfied
If you’re unhappy with our response, you can take your complaint further:
- Chartered Society of Physiotherapy (CSP)
For concerns about physiotherapy treatment – www.csp.org.uk - Health & Care Professions Council (HCPC)
For regulatory or conduct-related issues – www.hcpc-uk.org - Information Commissioner’s Office (ICO)
For concerns about data protection or personal information – www.ico.org.uk
We welcome all feedback — good or bad — and are committed to making things right.