Complaints procedure

VR Podiatry Ltd · Last updated 31 July 2026

We would much rather hear about a problem than not. If something about your care, your appointment or the way you were treated has fallen short, please tell us — most things can be sorted out quickly, and every complaint helps us improve.

How to raise a concern

You can raise a concern in whichever way is easiest for you:

• In person or by telephone on 01245 922 383;
• By email to contact@vrpodiatry.com;
• In writing to VR Podiatry Ltd, 88 Rectory Lane, Chelmsford, CM1 1RF.

Please include your name, contact details, the date of the appointment concerned, what happened and what you would like us to do about it. If you are raising a concern on someone else's behalf, we will need their written consent before we can discuss their care with you.

When to raise it

Ideally within six months of the event, or within six months of it coming to your attention. We will still consider concerns raised later where it is practical to do so.

What happens next

• We will acknowledge your complaint within three working days.
• We will look into what happened, reviewing your clinical records and speaking to anyone involved.
• We will give you a full written response within 20 working days. If the investigation is going to take longer than that, we will tell you why and keep you updated.
• Our response will explain what we found, apologise where an apology is owed, and set out anything we are changing as a result.

Raising a complaint will never affect the standard of care you receive, and you are welcome to continue as a patient.

If you're still not satisfied

If our response doesn't resolve things, you can take the matter further:

• Health & Care Professions Council (HCPC) — the statutory regulator for podiatrists, for concerns about a registrant's fitness to practise: hcpc-uk.org/concerns, 0800 328 4218.
• Royal College of Podiatry — our professional body: rcpod.org.uk.
• Information Commissioner's Office — for concerns specifically about how your personal data has been handled: ico.org.uk, 0303 123 1113.

Records

Complaints are recorded separately from your clinical notes and are kept for six years. See our privacy notice for how that information is handled.