Things to know 

Services

All physiotherapy services are provided by HCPC-registered clinicians.

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Booking

Appointments may be made online, by phone, or in person.

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Payment

Deposit will be taken prior to the appointment.

Fees are due at time of treatment unless otherwise agreed.
Insurance claims remain your responsibility if declined.

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Late Arrival

Sessions may be shortened.

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Cancellations

See Cancellation Policy below.

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Website Use

You agree not to misuse, copy, or damage website functionality.

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Liability

We exclude liability for indirect losses and circumstances beyond our control.

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Complaints

Handled via our Complaints Policy.

 

Governing Law

England & Wales.

How to Complain

Contact us via email, phone, or in writing.
We acknowledge within 3 working days.

 

Process

• Reviewed by senior clinician

• Response within 20 working days

 

Escalation

If unresolved:
HCPC (professional conduct)
ICO (data complaints)

Notice Requirement

24 hours’ notice required.

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Charges

• Less than 24 hours: 100% fee

• No-show: 100% fee

Insurance will not cover late fees.

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Exceptions

Genuine emergencies only, at clinician discretion.

HCPC Registration

All physiotherapists are legally required to be HCPC-registered.

 

CSP Membership

Supports clinical standards, evidence-based practice, and professional development.

 

Clinical Governance

We maintain:

• Accurate records

• Infection control

• Regular CPD

• Safe and ethical treatment

 

Insurance

All clinicians hold valid liability insurance.

We may collect and process the following types of personal information when you use our website, contact us, or receive physiotherapy services:

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Personal Identification Information

• Full name

• Date of birth

• Address

• Email address

• Telephone number

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Health and Medical Information

(considered “special category data” under UK GDPR)

• Details relating to your physical health or medical condition

• Medical history relevant to treatment

• GP or consultant details (if applicable)

• Treatment notes and progress records

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Appointment and Administrative Information

• Appointment bookings and enquiries

• Payment information (processed securely by our payment provider — we do not store full card details)

• Insurance details (if applicable)

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Technical and Website Usage Information

• IP address

• Browser type and version

• Device information

• Cookies and analytics data related to how you use our website
  (You should have a cookie banner if using cookies other than strictly-necessary ones.)

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Communication Information

• Any messages or enquiries submitted through our contact form

• Emails, phone call notes or messages you send to us

We collect and process your personal information for the following purposes:

To Provide Physiotherapy Services

• Assessing your condition and medical history

• Creating and updating treatment plans

• Delivering appropriate clinical care​

• Communicating regarding appointments, follow-ups, or treatment advice

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To Manage Appointments and Patient Administration

• Scheduling, confirming and modifying appointments

• Processing payments or insurance claims

• Maintaining accurate clinical records as required by UK law and professional standards

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To Respond to Enquiries

• Answering questions submitted through our contact form, email or phone

• Providing requested information about our services

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To Comply With Legal or Regulatory Obligations

• Professional record-keeping requirements

• Compliance with HCPC, CSP, and data protection regulations

• In rare cases, sharing information when required by law (e.g., safeguarding concerns)

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To Improve Our Website and Services

• Monitoring website usage to enhance user experience

• Managing security and functionality

• Using analytics to understand how visitors interact with the site
  (No identifiable information is used in analytics reporting.)

Under UK GDPR, we rely on the following legal bases:

For Personal Data:

• Consent (e.g., submitting a form, opting into marketing)

• Contract (providing physiotherapy services)

• Legal obligation (clinical record retention, safeguarding)

• Legitimate interests (improving our services and website)

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For Special Category Health Information:

• Explicit consent

• Provision of health or social care (Article 9(2)(h))

We take appropriate technical and organisational measures to keep your data secure, including:

• Secure, encrypted practice management software

• Restricted access to authorised staff only

• Strong password protection

• Encrypted devices and secure cloud storage

• Regular security reviews and data protection training

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No method of transmission is 100% secure, but we follow industry standards to protect your information

We retain information only for as long as necessary to fulfil legal, clinical, and administrative requirements.

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Typical retention periods for physiotherapy services under UK law and professional guidelines:

• Adults: Minimum 8 years from the last appointment

• Children: Until the child turns 25, or 26 if seen at age 17

• Insurance or financial records: Typically 6 years

• General enquiries (non-patient): Up to 12 months

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After expiry of the retention period, your data will be securely deleted or anonymised.

We do not sell or share your personal data for marketing.

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We may share information with:

• Physiotherapists and clinical staff providing your care

• Practice management systems (secure and GDPR-compliant)

• Payment processors

• Insurance companies (with your consent)

• Your GP or consultant (with your consent)

• IT service providers (for secure hosting and email services)

• Legal or safeguarding authorities, only when required by law

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All third-party providers are contractually obliged to protect your data.

You have the following rights regarding your personal data:

• Right to access – request copies of your information

• Right to rectification – correct inaccurate or incomplete data

• Right to erasure – request deletion (subject to clinical/legal limits)

• Right to restrict processing

• Right to data portability

• Right to object to certain types of processing

• Right to withdraw consent (where consent is the lawful basis)

• Right to lodge a complaint with the Information Commissioner’s Office (ICO)

 

To exercise any of these rights, please contact us using the details below.

Our website may use cookies to:

• Improve functionality

• Analyse site traffic

• Store user preferences

 

If analytics or marketing cookies are used, a cookie banner must request user consent.

You can manage or disable cookies in your browser settings.

If you have concerns about how we handle your data, we encourage you to contact us first.

You also have the right to complain to the UK’s supervisory authority:

Information Commissioner’s Office (ICO)
Website: ico.org.uk
Telephone: 0303 123 1113

We may update this Privacy Policy from time to time.

The latest version will always be posted on this page with the updated date.

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