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Data and Service Complaints
Last updated: 18 August 2026
If something has not gone right
Most of the time, if something has not gone the way you hoped, the quickest way to sort it out is to tell me directly. I would much rather hear about it and have the chance to put it right than have you leave unhappy.
You can raise something with me informally at your next appointment, or in writing at any time. Nothing you raise, formally or informally, will affect the standard of care you receive here.
This page sets out two routes. One is for complaints about your care or the service you have received. The other is for complaints about how we have handled your personal information. If you are not sure which applies, just get in touch and we will work it out together.
Part 1: Complaints about care or service
How to raise a complaint
Please contact us with the details:
Email: david@kaizenosteopathy.co.uk Post: David Shah, Kaizen Osteopathy, Red Lion House, 600 London Road, High Wycombe, HP11 1EX
It helps if you can tell us what happened, when it happened, and what you would like us to do about it, but do not worry if you cannot set it all out neatly. Tell us in whatever way is easiest for you.
You can complain on behalf of someone else, but where the patient is an adult we will normally need their written agreement before we can discuss their care with you.
What happens next
Within 5 working days, we will acknowledge your complaint in writing and confirm who is dealing with it.
Within 20 working days, we will give you a full written response. This will explain what we have found, what we think went wrong if anything did, and what we intend to do about it.
If we need longer than 20 working days, for example because we need to seek professional advice or gather records, we will tell you why and give you a revised timescale. We will keep you updated rather than leaving you waiting.
If you are still not satisfied
If you are unhappy with our response, please tell us. We will look at it again and, where it may help, we may suggest an independent third party to help resolve matters.
You can also take your complaint further at any stage. You do not have to complain to us first, though it often resolves things faster.
General Osteopathic Council (GOsC) The GOsC is the statutory regulator for osteopaths in the UK. It can investigate concerns about an osteopath's fitness to practise, including conduct, competence, and health.
Osteopathy House, 176 Tower Bridge Road, London, SE1 3LU Telephone: 020 7357 6655 Email: info@osteopathy.org.uk Website: osteopathy.org.uk
Institute of Osteopathy (iO) The iO operates a complaints resolution service that can help patients and osteopaths resolve concerns without formal regulatory proceedings.
Website: osteopathy.org
You may also be able to bring a claim through the courts or through a consumer alternative dispute resolution scheme. Nothing on this page affects your statutory rights.
Part 2: Complaints about how we have handled your information
How to raise a data protection complaint
Kaizen Integrated Health Limited is the data controller for your information. David Shah is responsible for data protection matters and is the person to contact:
Email: david@kaizenosteopathy.co.uk Post: David Shah, Kaizen Osteopathy, Red Lion House, 600 London Road, High Wycombe, HP11 1EX
We are registered with the Information Commissioner's Office under registration number [INSERT ICO REGISTRATION NUMBER].
You can use this route if you believe we have held inaccurate information about you, shared your information when we should not have, failed to keep it secure, not responded properly to a request to access your records, or otherwise not handled your data in line with our Privacy Policy.
What happens next
Within 5 working days, we will acknowledge your complaint.
Within one calendar month, we will give you a full written response. This is the timescale set by UK GDPR for responding to requests and complaints about your data. If your complaint is particularly complex, we may extend this by up to two further months, and we will tell you within the first month if that is the case and explain why.
There is no charge for raising a data protection complaint or for exercising any of your rights under data protection law.
Requesting a copy of your records
If what you actually want is a copy of the information we hold about you, that is a subject access request rather than a complaint, and it is very straightforward. Email us and we will provide it within one calendar month, free of charge. You do not need to give a reason.
If you are still not satisfied
You have the right to complain to the Information Commissioner's Office at any point. You do not have to come to us first, although we would encourage you to give us the chance to fix it.
Information Commissioner's Office (ICO) Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Helpline: 0303 123 1113 Website: ico.org.uk/make-a-complaint
Data breaches
If we become aware of a breach affecting your personal information, we will investigate it promptly and, where the law requires it, report it to the ICO within 72 hours and tell you directly if there is a high risk to your rights and freedoms.
How we learn from complaints
We keep a record of complaints received and how they were resolved, separately from patient clinical records. We review these periodically to see whether anything about how the practice runs needs to change. Records of complaints are kept for 8 years, in line with our clinical record retention period, and are then securely deleted.