Complaints Procedure

We aim to give every patient a high standard of care. If something has not gone as you expected, we would like to hear about it so we can put it right and learn from it.

How to make a complaint

Please contact Mathew Vaughan, Clinic Director, by any of the following:

Email: info@feetinfocus.com

Telephone: 02920 644900

Post: Complaints, Feet In Focus, 32 Churchill Way, Cardiff CF10 2DZ

It helps if you include your name, contact details, the date of your appointment and a short description of what happened. You are also welcome to raise a concern informally at your appointment, and many issues can be resolved straight away.

What happens next

We will acknowledge your complaint within 3 working days.
Mathew will look into it fully, which may include reviewing your records.
We will give you a full written response within 20 working days. If we need longer, we will let you know why and when to expect a reply.

Making a complaint will not affect your care in any way. Everything you tell us is handled in confidence.

If you are not satisfied

If you are unhappy with our response, you can contact the Health and Care Professions Council (HCPC), which regulates podiatrists in the UK. The HCPC looks at concerns about a professional’s fitness to practise.

If your complaint is about how we have handled your personal information, you can contact the Information Commissioner’s Office (ICO).

Accreditations