Complaints Procedure
If something has not met your expectations, we want to know so we can put it right.
Last updated: June 2026
This procedure is for complaints about your treatment, appointments, products, billing or our service generally. If your complaint is about how we have handled your personal data, please use our data protection complaints procedure instead.
Our commitment
We take all complaints seriously and treat them in confidence. Raising a concern will never affect the standard of care you receive. We will be fair, prompt and respectful, and we will use what we learn to improve.
How to complain
The quickest way to resolve most concerns is to speak to Laura directly. If you would prefer to put it in writing, email Laura@TheAcu.co.uk or complete and send the form at the bottom of this page. Please tell us what happened, when, and what you would like us to do to put things right.
Our process and timescales
| Stage | Timescale |
|---|---|
| We acknowledge your complaint | Within 3 working days |
| We investigate and send a full response | Within 21 days |
| Complex cases (we will keep you updated) | Up to 8 weeks maximum |
- Acknowledge. We confirm we have received your complaint within 3 working days and explain who is handling it.
- Investigate. We look into what happened, review records where relevant, and may contact you for more information.
- Respond. We send you a written response within 21 days setting out our findings and any action we will take.
- Resolve. If you are not satisfied, tell us why and we will review it again, then explain how to escalate.
If you are still not satisfied
If we cannot resolve your complaint between us, you can escalate it:
- Acupuncture treatment: the Association of Acupuncture Clinicians (AAC), our primary professional body.
- Chinese herbal medicine: the Register of Chinese Herbal Medicine (RCHM).
- Billing or payment disputes that cannot be resolved may be pursued through the small claims procedure (Money Claim Online, gov.uk).
Laura holds full professional indemnity and public liability insurance through Balens.
See also: Data Protection Complaints • Privacy Policy
Complaint Form
Complete this form, then use the button to print it or save it as a PDF. Send the completed form to Laura@TheAcu.co.uk or hand it in at the clinic.