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Legal

Complaints
Procedure

If something hasn't met your expectations, we want to know — and put it right.

Last updated: 8 June 2026

We aim to give every client a safe, professional and comfortable experience at MASG Therapy. We take all feedback seriously, and a complaint is a chance to put things right and improve. Raising a concern will never be held against you, and won't affect the care you receive.

This page is for complaints about your treatment or our service. If your concern is about how we handle your personal data, please see our Data Protection Complaints Procedure instead.

1. How to raise a concern

Get in touch in whatever way is easiest for you — by email, phone, post, or in person at your appointment.

  • Email: Masgtherapy@gmail.com (subject: "Complaint")
  • Phone: 07507 454394
  • Post: MASG Therapy, 6 Queens Chambers, 61 Boldmere Rd, Boldmere, Sutton Coldfield, Birmingham B73 5XA

It helps if you can tell us what happened and when, the treatment involved, how it affected you, and what you'd like us to do to put it right. Please raise concerns as soon as you can, while the details are fresh.

2. What we'll do

Acknowledge it within 3 working days — we'll confirm we've received your complaint and explain what happens next.
Look into it fairly — we'll review what happened, without prejudging the outcome, and may contact you for more detail.
Respond within 21 days — we'll write to you with what we found, an apology where one is due, and any action we're taking to put it right. Complex cases may take longer (up to 8 weeks), and we'll keep you updated.
Handle it confidentially — your complaint is only seen by those who need to, to resolve it.

3. If you're still not satisfied

If our response doesn't resolve things, please tell us — we'll take a fresh look and confirm our final position in writing. If it still can't be resolved between us, you can escalate it to our professional body or insurer; we'll provide those details on request. Billing disputes that can't be settled can be taken to the small claims process via gov.uk.

4. Complaint form

Prefer to fill in a form? Complete it below and print it, or save it as a PDF and email it to us. You're welcome to fill the fields on screen before printing.

MASG Therapy

6 Queens Chambers, 61 Boldmere Rd, Boldmere, Sutton Coldfield, B73 5XA

Masgtherapy@gmail.com  ·  07507 454394

Reference: ____

Complaint Form

We're sorry something hasn't met your expectations. Tell us what happened so we can put it right. You don't have to use this form — you can also email, phone, write to us or tell us in person.

We'll acknowledge your complaint within 3 working days and aim to respond fully within 21 days. If you're not happy with our response, we'll review it again — and, if needed, you can escalate to our professional body or insurer (details on request).

Return this form by email to Masgtherapy@gmail.com, or print it and post it to the address above.