Complaints Procedure

At the Sussex Foot Centre, we take our responsibility to provide you with the service you expect and the products you need, very seriously. However, things can, and do, go wrong from time to time.

If you are not happy about something, or you have a concern to do with your service or bills, this page will tell you what to do.

If there is something you are not happy with
Call: 01444 453874
Email: thomas@sussexfootcentre.co.uk

If you have a complaint, then the best thing to do is to help us help you – contact us by calling 01444 453874. We aim to resolve issues as quickly and as fairly as we can. Alternatively, you can email thomas@sussexfootcentre.co.uk or write to us at 34 Sussex Road, Haywards Heath, West Sussex. RH16 4EA. We will acknowledge your complaint within 5 working days and aim to have fully investigated within 30 working days of the date it was received.

We make every effort to provide the best service possible to everyone who attends the Sussex Foot Centre. However, we are aware things can go wrong resulting in a Patient feeling that they have cause for complaint. If this is the case, we would wish for the matter to be resolved as quickly as possible.

If you want a friend or family member to speak to us about a concern on your behalf, we will need you to give permission for them to do so. This is to ensure that your details that we hold on file are kept safe and secure.

We would always want you to feel like you can speak to us about anything, and we always want to get to the bottom of the matter. Sometimes we need to explain things a bit better, so we appreciate if you give us a chance of putting right whatever has gone wrong and an opportunity to improve our practice.

We will always try to solve your issue in the first instance. Please make sure you keep us updated with your up to date contact numbers.

If you are not happy with our final resolution and it has been 8 weeks since you raised this with us, you may pass your complaint onto The Health Services Ombudsman. The ombudsman is completely independent of The Society of Chiropodists & Podiatrists and Government.

Their contact details are as below:
Tel: 0345 015 4033
e-mail: OHSC.Enquiries@ombudsman.gsi.gov.uk
Write to: Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Website: www.ombudsman.org.uk

We are trusted by our clients

Amy's been extremely helpful, informative and lovely to talk to during my foot appointment the last few visits. 100% recommend their services.
Darryl Rebbetts
Darryl Rebbetts
26/10/2022
Have had scan and chiropodist treatments and both were carried out with care and I was informed what would be done. I would highly recommend the Sussex foot centre for treatments.
Sheila Stobbs
Sheila Stobbs
15/10/2022
I was misdiagnosed by my GP after injuring myself long distance walking. Now I not only know what's wrong with me, but also how to remedy it so I can walk again. Great attention to detail. Thank you 😊
Liz Platt
Liz Platt
09/10/2022
Fantastic experience with the whole practice, there’s no where I’d trust more. Originally I went to have one issue sorted out, and have found another to be dealt with alongside. A practice where you feel listened to and taken seriously. Thanks again!
Nikki Martin
Nikki Martin
07/10/2022
Had an appointment with Jon Collins about a sore heel. Had a scan on both heels, which was followed by a detailed analysis of the results and an explanation (in layman's terms) what the issue was. Very impressed with his knowledge, how it was imparted and happy with our agreed action plan.
Jonathan Whitnall
Jonathan Whitnall
25/09/2022
Over the last 4 years or so, I have visited a number of professionals including physiotherapists, chiropractors and osteopaths. I was experiencing recurring injuries in my left knee and hip from sports and from attempting to walk mid-distances. The pain was starting to flare in my back too. I was following the physiotherapists’ advice religiously and attending appointments regularly. However, the programme of exercises tended to make the pain worse rather than better. To add to my frustration, I was also misdiagnosed with a hip condition. In the back of my mind, I always felt there was something biomechanically incorrect in the way I move but I was reassured that was not the case until…..I booked an appointment with Jon at Sussex Foot Centre for a gait assessment. Jon quickly recognised the issue with my feet and their incorrect positioning. I was prescribed custom orthotics and after a few months of perfecting these, Jon then created my semi-permanent pair of orthotics. I have been walking further than I have done and am now back on the courts playing tennis, which I love, and never thought I would be able to do again. The whole team at Sussex Foot Centre are very helpful and efficient. My treatment is ongoing so as long as Jon is a podiatrist, I am his patient :) Thank you for everything!
Katherine Morley
Katherine Morley
22/09/2022
I had nail surgery last October and after all this time I can say it was worth it. Jon didn’t rush me into it and gave me all options available, in the end I decided to go for the surgery and Jon made it so easy and everything was explained to me before, during and afterwards. Any questions I had were always answered by Jon or one of his team and put my mind at rest (I’m a bit of a worrier). Can’t thank them enough for helping with something that I had tried to ignore for years.
Gavin Robertson
Gavin Robertson
01/09/2022
I highly recommend Sussex foot centre. I booked an appointment for the shoe insoles and Jon was very helpful and professional. He provided a great solution for me and I feel much better since I wear my new insoles. The entire team is also very nice and helpful with booking the appointments around my work schedule.
Michał Piotrowski
Michał Piotrowski
22/07/2022
After the NHS screwed up my ingrown toenail operation twice this year I decided to go private and it was the best decision. I was seen really quickly and toes healed within a couple of weeks, highly recommend sussex foot centre.
Lauryn Spink
Lauryn Spink
22/07/2022