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Complaints Policy



This policy is made available to participants and staff via the LEGS website and is also available in writing from the LEGS office, on request. 


LEGS prides itself on the quality of care provided to its participants. However, if participants have a complaint, it will be treated seriously. Complaints are viewed as a positive opportunity to think through and address problems or concerns, and we endeavour to put things right straight away. 


As a charity, LEGS is registered with the Charity Commission, who provide guidance on best practice and ensure charities are run in accordance with charity legislation. For further details please visit their website, 


Definition of a complaint


We define a complaint as a situation or instance where either an individual or organisation considers LEGS to have fallen short of their reasonable expectations. A complaint can be communicated to LEGS by telephone, mail, email, or in person.

All complaints should be directed to our Head of Operations, Victoria Bailey-King, by email:; or telephone: 020 3894 4163 / 07717 825 564.


Our complaints process


We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. Most of all, we promise to deal with any complaint sensitively.


We acknowledge a complaint within two working days of receiving it and we provide an anticipated timescale for its investigation and a response. We also advise who is investigating and managing the complaint, usually this will be the Lead Physiotherapist. A full response will be provided at the earliest opportunity, no later than 20 working days from the date we acknowledged the complaint.


There may be some occasions where we need to ask you for more information to investigate your concerns fully. If this is the case, we will contact you during the investigation.


We really hope that we are able to resolve your complaint. However, if you are unhappy with our response, you can escalate your complaint to the Board of Trustees who will review your concerns. If you remain dissatisfied, you can get in touch with the Charity Commission.


Organisational learning


At the time of writing this policy, no complaints have been received. LEGS is committed to reporting and reflecting upon all complaints and will adopt the following record format: 


  1. Brief details of the complaint

  2. Outcome of complaint           

  3. Organisational learning and outcome


Data Protection Policy


To manage our complaints process effectively, we maintain a log of all complaints raised. This includes information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please refer to our Privacy Notice or contact us on 


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