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

Great, friendly service. Would happily recommend.
J K
J K
09/05/2022
I was in so much pain with my right foot because I got a cyst in it and just found Sussex Foot Centre in google and called them for booking appointment. The person I talked with was so helpful and they offered appointment on the same day. Everybody working at this place were so friendly and experienced. At my first appointment I had a consultation with ultrasound scan and clearly described me the next steps what would solve my problem and it really reassured me because I was so scared and tired from the pain and for long waiting time on GP referrals. For the treatment, I got an appointment on next day (again so fast!!) and already when I came out from the Centre could walk much better and the pain disappeared. I am so grateful for them and still going back for regular checking and advices. I also having issues with my nails too and I am sure I could get a quick solution on those issue too! Everybody having issue with their foot please don't hesitate to get in touch with Sussex Foot Centre - just give a try and I am sure you will don't disappoint! For me honestly was a life-saver. Thank you so much!
Tundi Bodi
Tundi Bodi
03/05/2022
Highly recommended due to efficient, spotless, courteous staff with on time treatment. You could take a good step forward by using this team.
Brian Beesley
Brian Beesley
03/05/2022
Excellent podiatrist- knowledgeable, professional, caring and quick. Thanks!
Murdo Guy
Murdo Guy
25/04/2022
I can't thank this gentlemen enough. Pain in my foot had effected my whole life, no running, no water aerobics no tai chi and most of all no work as I'm a cook. Scan first visit, problem located plan worked out, return week later double appointment as we live hour away. Another scan, walk on treadmil, insole made...meanwhile he explained everything, so I could understand. I. Very impressed with the whole experience, and would recommend them to anyone
lyn murphy
lyn murphy
15/04/2022
I have had toe nail surgeries with the Sussex Foot Centre and both times have had very positive experiences. Jon provided excellent treatment and care during the surgeries and in the follow up post surgeries. Jon and Thomas were professional and friendly and they have been so flexible and accommodating with scheduling appointments, as well as providing quick responses by email and telephone. I would recommend the Sussex Foot Centre. Thank you so much!
Josephine Zamat
Josephine Zamat
08/04/2022
Jon Collins and team provide excellent patient focused, customer focused care. I have not met a better podiatrist than Jon in over 30 years in healthcare management and 10 years as a patient. As you step into reception you are welcomed with both smile and greeting. Even though it is a busy practice, changes in appointment are politely and readily managed. Forgetfulness and a missed appointment are taken in their stride! I attended first as an ”emergency” patient, three years ago. I was at the local hospital and the Sussex Foot Centre was suggested. I was seen the same afternoon. After months of hobbling, Jon treated my foot with professional skill, exuding warm reassurance. Regular attendance and treatment ensured rapid improvement. The specially created insole proved to be a boon. I have remained with Jon as my podiatrist for three years now. I can think of no reason why I should go elsewhere. I have no hesitancy in recommendinng him. When my GP asked me why I go over to Haywards Heath, my reply was that he is the best.
Malcolm Boyland
Malcolm Boyland
05/04/2022
The treatment and service from Sussex Foot Clinic was excellent and I would highly recommend them to anyone. Over the counter and home remedies had failed miserably. Investing in some professional treatment and following it through diligently was well worth it. Thank you Jon.
E M Drake
E M Drake
24/03/2022
I found The Sussex Foot Centre via Google and what a find! I started seeing Jon last summer with painful Plantar Fasciitis in both feet. With Jon’s knowledge, non invasive treatment and orthotics, I am so grateful to him for my pain free feet now! Jon and his team are so helpful, with total professionalism and extensive knowledge - I have learnt so much! Tom on reception is also so very friendly and efficient. Keep up the amazing work you all do.
Lisa Bailey
Lisa Bailey
21/03/2022
A first class service. A friendly, highly professional medical approach . I have had effective, pain-free treatment for my footcare. Highly commended.
Ollie Swan
Ollie Swan
20/03/2022