VA Sports Massage - Sports Massage in Northern Ireland

We aim to provide the highest standard of care and professional service. If you are unhappy with any aspect of your experience, you have the right to raise a complaint. We take all concerns seriously and use them as an opportunity to review and improve our practice.

1. How to make a complaint

You can make a complaint in any of the following ways:

By email to our contact address.
Through the contact form on our website.
In writing, handed in at the clinic.

Please include your full name, date of appointment, and a clear description of the issue you wish to raise.

2. Acknowledgement of your complaint

We will acknowledge receipt of your complaint within 48 hours (during working days).

If more time is needed to review your case, we will inform you and keep you updated on the progress.

3. How we handle complaints

Your complaint will be reviewed by the practitioner or a nominated person.
We will investigate the circumstances, which may include reviewing notes and, where appropriate, discussing the issue with the therapist involved.
We aim to provide a written response within 7 working days.
If further information is required, we may contact you directly to clarify details.

4. If you are not satisfied with our response

If you remain dissatisfied after our response, you may request that the case is reviewed by a senior practitioner or practice owner, who will reassess the complaint and provide a final written outcome.

You may also have the right to raise your complaint with an external or regulatory body, depending on the professional membership and regulations that apply to the therapist.

5. Confidentiality

All complaints are handled in line with our Privacy Policy. Information you provide will be treated confidentially and only shared where necessary to investigate and respond to your complaint.

6. Contact Details