Compliments & Complaints

Company information

• Company name: HJW Therapy Ltd (Company Number: 16293433) trading as Home Links Physiotherapy Croydon & Sutton (Territory UK27)
• Registered office: 1 Gemini Court, 42a Throwley Way, Sutton, Surrey, SM1 4AF
• Registered in: England and Wales

Last updated: 11 June 2026

This process applies to services delivered by HJW Therapy Ltd within Territory UK27.

Compliments

We love to hear when we've provided excellent service. If you would like to share positive feedback about your experience with Home Links Physiotherapy Croydon & Sutton, please contact us at:

Email: [email protected]

Your compliments help us recognise our team's hard work and continue to improve our services.

Complaints

We are committed to providing high-quality, professional physiotherapy services. If you have any concerns about your care or our service, we encourage you to raise them with us so we can address them promptly and fairly.

Please contact: [email protected]

Our complaints process

• We will acknowledge your complaint within 2 working days
• We will investigate your concerns thoroughly
• We will take appropriate action where required
• We will provide a written response outlining our findings and any actions taken

Information to include

To help us investigate your concern, please provide:

• Your name and contact details
• Details of your concern
• The date(s) the issue occurred
• The outcome you are seeking

Data protection complaints

If you have a concern about how we have collected, used, stored or shared your personal data, you can raise a data protection complaint with us directly. Please email us at: [email protected]

We will acknowledge your complaint within 30 days of receipt. We will investigate your concern and provide a written response as soon as reasonably practicable and in any event within one calendar month. Where a complaint is complex, we may extend this by a further two months and will let you know before the initial period expires.

If you remain dissatisfied with our response, you have the right to escalate your complaint to the Information Commissioner's Office (ICO) at any time — see below.

External escalation

We aim to resolve all complaints locally wherever possible. If your complaint cannot be resolved to your satisfaction, you may choose to escalate it to the appropriate professional body:

• Health and Care Professions Council (HCPC) — for concerns relating to professional conduct or fitness to practise: hcpc-uk.org
• Chartered Society of Physiotherapy (CSP) — for professional standards and guidance: csp.org.uk
• Information Commissioner's Office (ICO) — for complaints about how your personal data has been handled: ico.org.uk or 0303 123 1113

You may also contact Home Links Physiotherapy Franchising Ltd for oversight if required:
Email: [email protected]