Resources
If possible, please fill in the relevant form before your first session.
Physiotherapy Consent Form
Personal Training Consent Form
Dojo / Gym Waiver Form
Please feel free to check out the articles below for more information on rehabilitation, training, home workouts and more!
Complaints Procedure
Athletic Potential (division of Athletic Company Limited) aims to be a quality provider, offering specialised Physiotherapy and associated services. We have received zero formal complaints since opening.
If, for any reason, you are unhappy with the treatment or service you have received, you can make a complaint. We will ensure that it is dealt with in a thorough, sensitive and confidential manner.
How we manage complaints:
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Our aim is to resolve complaints as quickly as possible, with an immediate verbal response by frontline staff.
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We will ensure that all complaints are handled promptly, openly and thoroughly.
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Our complaints procedure will be fair to the complainant and staff.
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We will ensure the process is supportive and without blame, leading to improved standards of service, patient safety and care.
Who can complain?
A complaint can be made by a patient or customer. A complaint can also be made by someone acting on behalf of the patient or person, if they have the patient’s written consent.
What is the time limit for making a complaint?
You should complain within 6 months of the event.
Who should I complain to initially?
The first stage of our complaints procedure is ‘Local Resolution’. Your complaint should be made verbally or written to the individual staff member who provided the service, or to Athletic Company Limited.
Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible, without the need to make a more formal complaint. Most complaints are due to simple issues of misunderstanding or unforeseen minor errors.
In both instances, verbal dialogue, an explanation and if necessary an apology, can resolve the issue.
How do I make a formal complaint?
If local resolution is not successful or if you feel your complaint requires escalating to a higher authority, you will need to put your complaint formally in writing (by post or email), either to Athletic Company Limited, 648 Hanworth Road, Hounslow, TW4 5NP or support@athleticcompany.co.uk
What is the process for reviewing my complaint?
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Acknowledgement within two working days.
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Full response within 14 working days.
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Any further responses to additional queries within 14 working days.
If, for any reason, we are not able to meet these timescales, we will keep you informed of our progress.
Terms and Conditions
Terms & Conditions
You are expected to read the terms and conditions in full before the initial assessment. You are advised to ask any questions regarding the terms and conditions before consenting to assessment or treatment from Athletic Company Limited. If you have any difficulties accessing our terms and conditions or have a representative who you wish to assist you with forms or finances, please communicate this to Athletic Company Limited so we can ensure our service is as accessible to you as possible
Booking
Bookings for treatments can be made by phone call 07903747798, by email potential@athleticcompany.co.uk or in person at TW4 5NP. Appointments are always subject to availability.
Practitioners are subject to change without notice.
Please also cancel your session if you become acutely unwell in any way or have experienced unusual symptoms of diarrhoea or vomiting in the proceeding 48 hours. If you are unsure, you can all use to discuss prior to cancelling. You are entitled to receive therapies from other providers whilst entering a contract with Athletic Company Limited but you must disclose this so your therapist is able to monitor how you are responding to intervention and can adjust accordingly. If another therapist is providing a treatment that is deemed to interfere with therapy provided by Athletic Company Limited it may be recommended that you stop the additional treatment for the duration of your sessions or delay involvement of our services.
Refunds and Cancellation
All treatments must be pre booked. Cancellation of an appointment must be made not less than 24 hours before the appointment time. If cancellation is made within 24 hours of the appointment, you will be liable for 100% of the appointment cost. If the case through insurance, your insurance will be charged and you will have lost that session.
In the unlikely event of us cancelling your appointment, due to staff sickness for example, an alternative appointment will be arranged.
If you are late for a session the full amount will still need to be paid even if the full time cannot be provided. If your therapist is late for a session and cannot provide the full time you will only be charged for the time that could be provided.
The client shall not transfer treatments to any other person
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Treatment fees may be increased by Athletic Company Limited at any time. We will give clients no less than 14 days’ notice prior to any such increases.
The rights of cancellation and refund and any limitation expressed in these terms and conditions do not affect your statutory rights as a consumer.
The patient is liable for ALL unpaid invoices. This is particularly relevant to those who wish for their health insurance company to pay treatment invoices. Often there is an excess to be paid directly to Athletic Company Limited.
If you have pre-paid your sessions and have not got a booked a session in with the clinic, then you have a 3-month waiting period before you must book in again or you will lose your sessions.
Any equipment or advice provided to you will be individualised to your needs. It is not advised that you share equipment or make recommendations based on this advice to anyone else.
Additional Costs and Fees
Fees for each session are as agreed with you before booking your initial assessment. Additional fees you may be required to pay can include travel time and time for any required additional admin such as report writing, referrals, consented contact with other professionals involved in your care or researching aids/adaptations or equipment that may benefit you. These will be discussed and agreed with you before completion. You will be invoiced for each additional service within seven days of treatment. You can pay immediately by cash, card or bank transfer (details of which will be provided to you). You are expected to pay in full within 7 days after receipt of the invoice unless agreed otherwise. Failure to pay for any fees or charges may result in legal action being taken against you.
Breaking a contract
If treatment ceases as it is felt that you are not following constructive advice you will still be liable to pay for that session in full. If you wish to stop a session without a justifiable reason you will still be liable to pay for that session in full. If a session stops because you have become unwell a reasonable agreement will be made together. If a session stops because of your therapist’s personal reasons you will be charged.
Confidentiality
All the information provided to Athletic Company Limited will be kept confidential. Any sharing of information will be done only with your consent. Please be aware however your therapist has a legal obligation to report to appropriate services if it is felt you or someone else are vulnerable to harm. Your data will be stored according to the Data Protection Act and according to the EU General Data Protection Regulation.
Adverse Effects
Despite best care some techniques may result is minor bruising, muscle pain or headaches. These will be communicated to you prior to each session. If you experience any expected or unexpected effects after a treatment session even if it is a delayed effect, please contact your therapist immediately to discuss. Appropriate advice will be offered where possible and further sessions adjusted accordingly when indicated. If you have any concerns about a treatment you receive or an experience, you have under the care of Athletic Company Limited please communicate these to your therapist who will try to rectify them immediately.