Last updated: September 2026

At Thrive Health, we want every person who comes through our doors to feel listened to, respected and well cared for. We welcome feedback because it helps us understand what we are doing well and where we can improve.

Our approach
If something has not felt right, please tell us. We will take your concern seriously, listen carefully and try to resolve it fairly and promptly. Raising a concern or complaint will not affect your future care or how you are treated at Thrive.

Feedback

Feedback can be positive, negative or simply a suggestion. You do not need to make a formal complaint in order to tell us about your experience.

You may wish to contact us to:

• tell us what went well;

• suggest an improvement;

• raise a concern about your experience, communication, facilities or administration;

• comment on the care or service you received; or

• let us know if there is something we could do differently.

How to give feedback or raise a concern

Where you feel comfortable doing so, the quickest way to resolve a concern is often to speak directly with the practitioner or member of the Thrive team involved.

If you would prefer not to do that, or the issue has not been resolved, please contact Thrive Health directly:

Email: hello@thrive-health.uk
Post: Thrive Health Collective Ltd, Hartley House, Badminton Road, Old Sodbury, South Gloucestershire, BS37 6LX
Telephone: 07864 11 60 50

If you need help making a complaint, or require information in another format because of a disability or communication need, please tell us and we will make reasonable adjustments where we can.

Making a formal complaint

A formal complaint can be made verbally or in writing. Please include as much of the following as you feel able:

• your name and preferred contact details;

• the practitioner or service involved;

• what happened and when;

• what you are unhappy about; and

• what you would like us to consider doing to put things right.

What happens next?

We will acknowledge a formal complaint promptly, normally within 5 working days. We will then review what has happened, speak with the relevant people where appropriate and respond as soon as reasonably possible.

We aim to provide a full response within 20 working days. If more time is needed because the matter is complex, we will explain why and tell you when you can expect a response.

Our response may include an explanation, an apology where appropriate, information about action taken, or changes made as a result of your feedback.

Complaints about an independent practitioner

Some practitioners working at Thrive are independent healthcare professionals. Where a complaint relates specifically to the clinical care or professional conduct of an independent practitioner, Thrive may need to refer the complaint to that practitioner for their response while still helping to ensure that the concern is handled appropriately.

Where relevant, the practitioner may also have their own professional body's complaints or regulatory process. We will explain this to you if it applies.

If your complaint relates to chiropractic care

We would like the opportunity to resolve any concern about chiropractic care through Thrive first.

If the matter remains unresolved, you may wish to seek advice or support from the McTimoney Chiropractic Association (MCA).

Registered chiropractors are regulated by the General Chiropractic Council (GCC). The GCC Code of Professional Practice requires chiropractors to make patients aware that unresolved complaints may be referred to the GCC. The GCC deals with concerns about the fitness to practise, conduct or professional performance of individual registered chiropractors; it does not act as a general complaints service for clinics.

If your complaint relates to your personal information

If your concern is about how Thrive has used or protected your personal information, please contact us first so that we can investigate and respond.

You also have the right to raise a data-protection concern with the Information Commissioner's Office (ICO).

Confidentiality

Complaints and feedback will be handled sensitively and only shared with people who reasonably need the information in order to investigate or respond. Information will be handled in accordance with our Privacy Policy and applicable confidentiality obligations.

Learning from feedback

We review complaints, concerns and feedback to identify themes and opportunities to improve our services, communication, systems and patient experience.

Contact us

Thrive Health Collective Ltd
Hartley House, Badminton Road, Old Sodbury, South Gloucestershire, BS37 6LX
Email: hello@thrive-health.uk
Telephone: 07864 11 60 50
Website: thrive-health.uk