Terms and Conditions
Balance Neuro Rehab provides domiciliary physiotherapy and occupational therapy services to clients in Hampshire. By engaging our services you agree to the following terms and conditions.
Service area and travel charges: Our therapists cover specific areas of Hampshire. If your address is more than 15 minutes' travel time from the treating therapist's base location, a travel charge will be discussed and agreed with you before treatment commences.
Payment: Payment is due at the end of each treatment session. We accept cash, cheque and BACS transfer. Cheques should be made payable to the treating physiotherapist or occupational therapist. If payment is not received, no further bookings will be accepted until the outstanding balance is settled.
Cancellations: We ask that you give at least 24 hours' notice if you need to cancel or reschedule your appointment. Cancellations made within 24 hours of the scheduled appointment time may incur a charge.
Health and safety: Our therapists have the right to leave any premises where they feel unsafe. Please ensure that the treatment area is free from hazards and that any pets are secured. We ask that you refrain from smoking for at least one hour before an appointment, as we are unable to treat patients in environments where smoking has recently occurred. A health and safety risk assessment may be required prior to treatment commencing in your home.
Prices: All prices are correct as of October 2025 and are subject to change. You will be informed of any price changes in advance.
Concerns or Complaints
We strive to offer and provide a high quality physiotherapy and occupational therapy service and always value your feedback. We aim to:
- Resolve any issues promptly and thoroughly
- Be supportive and resolve problems without blame
- Improve our service if indicated
- Provide information if the problem cannot be resolved via discussion with the practitioner
If you have a concern or need to make a complaint, please raise your concerns with the therapist treating you verbally or in writing. It is wise to raise your concern immediately or within a few days. We shall keep documented evidence of your concern, kept securely and with confidentiality. In many cases it will be possible to resolve the issue promptly.
If you feel your concerns have not been adequately addressed, please contact either:
- The Chartered Society of Physiotherapy (CSP)
www.csp.org.uk | 020 7306 6666 (Mon–Fri, 8:30am–5pm) - The Health and Care Professions Council (HCPC)
www.hcpc-uk.org | Freephone: 0800 328 4218 - The Parliamentary and Health Service Ombudsman
www.ombudsman.org.uk | 0345 015 4033
All complaints will be taken seriously and handled with discretion and in accordance with our complaints procedure.