07378 362208

Our Policies

Our Policies
Transparent and professional

Our policies

Read our policies here and if you have any questions please contact us.

Pelvix is committed to providing excellent care to you and to all of our patients. Missed or cancelled appointments impact on the quality of care we can provide but we do understand that often appointments are cancelled for genuine reasons, however missed appointments incur costs and a loss of income for our small business. They also affect service provision as that time cannot be used to treat other patients.

We request that you give the clinic 24 hours’ notice in the event that you cannot attend your appointment.  This allows another patient to be booked in.  You can inform us via email info@pelvix.co.uk or call or text 07378 362208

Appointments changed, altered, moved or cancelled for any reason with less than 24 hours’ notice will be charged at 50% of the full fee. If another patient is booked into the slot, you will not be charged.

If you miss an appointment without notifying us this is classed as a missed appointment and the full cost of the appointment will be charged.

If you arrive late for your appointment, we will do our best to see you but please bear in mind that this may not be possible and your full appointment fee will stand. 

This is summarised as follows:

    • Cancellation with more than 24 hours notice – no charge

    • Cancellation with less than 24 hours notice – 50% of the appointment fee charged

    • Failure to attend an appointment – Full cost of appointment charged

The information contained on this website is for general information purposes only. Pelvix has provided this information and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Reliance you place on such information is therefore at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. Through this website you are able to click on links to other websites which are not under the control of Pelvix. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

A chaperone is a third party, present during a consultation or examination, as a safeguard for all parties (patients and practitioners) who acts as a witness to continuing consent of the procedure being carried out. In the majority of cases chaperones are requested by female patients undergoing an intimate examination. A friend or family member can not act as an official chaperone but in practice, Pelvix is happy for a third party known to the patient to act as an unofficial chaperone. Pelvix will discuss the chaperoning policy with all patients prior to examination, as part of the process of gaining consent. If a patient wishes to have an official chaperone present, their appointment may need to be rescheduled to accommodate this. Pelvix also reserves the right to organise an official chaperone to be present during an examination.

If you need to make a complaint

The person assigned by Pelvix to deal with complaints is:

Mrs Megan Jackson

c/o Redfern Osteopaths

26 Bath Road



BS31 1SN
Tel: 07378 362208

Email: info@pelvix.co.uk

We always welcome feedback both positive and negative and we strive to provide a service that is professional, patient centred and clinically effective and if we have fallen short of your expectations, we would like to hear about it, so we have the opportunity to put things right.

This document provides information on how to make a complaint

How to complain

  1. In writing – to the address listed above

  2. By email – to info@pelvix.co.uk

  3. By telephone to 07378 362208

How long will it take?

In the first instance, we will endeavour to resolve your complaint with you verbally unless you request for communication in writing. In this case we will read and reply to your complaint within 5 business days. We will aim to fully resolve your complaint within this time period, but it may take up to 3 weeks for us to investigate fully and respond to you.

What if you are unhappy with our response?

The Health and Care Professions Council (HCPC) is the regulatory body that handles complaints concerning the professional conduct and performance or fitness to practice of a physiotherapy registrant. They can be contacted at feedback@hcpc-uk.org

The Chartered Society of Physiotherapy (CSP) is responsible for maintaining and protecting the reputation of the physiotherapy profession as well as that of the Society.

If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email complaints@csp.org.uk

Or you can write to the Chartered Society of Physiotherapy:

Chartered Society of Physiotherapy
14 Bedford Row