If you have paid Dorsi Spinal Ltd directly (self-pay, not using a finance agreement) and you have a question or complaint about your treatment, service, or payments, please contact the clinic directly.

Email: info@dorsi.uk
Telephone: 0115 959 8491

If your treatment or product was funded using a regulated finance agreement provided by Buyline Ltd, the following applies.

If you are unhappy about the goods, services, or treatment you have received from Dorsi Spinal Ltd in connection with a Buyline finance agreement, please contact Dorsi Spinal Ltd in the first instance so we can try to put things right.

Email: info@dorsi.uk
Telephone: 0115 959 8491
Address: Dorsi Spinal Ltd, 11 Malin Hill, The Lace Market, Nottingham, NG1 1JQ​

If you raise concerns with Buyline about Dorsi Spinal Ltd, your complaint may be referred to us and you will be informed when this happens. If, after Dorsi Spinal Ltd has responded, you remain unhappy with the outcome, please let Buyline know and they will see how they can help.

If you are unhappy with the service you have received from Buyline Ltd in relation to your finance agreement, please contact Buyline directly:

Buyline Ltd
B12 Elmbridge Court
Cheltenham Road East
Gloucester
Gloucestershire
GL3 1JZ

Email: hello@buyline.co.uk
Telephone: 03330 230 134 (calls charged at the same rate as 01 or 02 numbers)​

Buyline will usually acknowledge your complaint within five working days and provide a final response within eight weeks. If you are not satisfied with their final response, or if they have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service.​

Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Website: https://www.financial-ombudsman.org.uk/​

Complaints must usually be referred to the Financial Ombudsman Service within six months of Buyline’s final response. Some products may fall outside the Financial Ombudsman’s jurisdiction; in these cases, Buyline’s Compliance Team will review your complaint if you remain unhappy. You can read more in Buyline’s complaints leaflet: 

https://buyline.co.uk/wp-content/uploads/2023/07/Buyline-Complaints-Leaflet-v5-FINAL-0723.pdf.

If you have prepaid for treatment and are in an active course of care (your last appointment was within the previous 6 months), you may request a refund of any unused credit on your account.

Refund requests must be made in writing and must include your bank details, as we do not store this information from previous payments.

We will deduct any outstanding charges for treatment already provided, exercise sessions, equipment, and any fees for missed or late‑cancelled appointments (less than 24 hours’ notice) from your credit before processing the refund.

Eligible refunds will be processed within 10 working days of receiving your written request.

Use of credit after 6 months (no refund)

If your last visit was more than 6 months since your last visit, any remaining prepaid balance on your account becomes non‑refundable.

You can still use this credit towards future treatment with us, subject to clinical suitability at the time of booking.

You may also choose to transfer your remaining credit to a nominated family member or loved one, subject to our normal booking and clinical policies.

Expiry of unused credit after 6 years

If you do not attend any appointments for a continuous period of 6 years from your last visit, any remaining unused credit on your account will automatically expire and will no longer be available for treatment or refund.

Re‑starting treatment after a gap

If you return for treatment after a gap of 6 months or more, we may need to carry out a reassessment to ensure that treatment remains appropriate and safe.

This reassessment is charged at our standard Pay As You Go rate for the service booked. Treatment or rehabilitation is usually provided on the same day, where clinically appropriate.

A gap in treatment is treated as a new course of care. Refunds are only available on unused credit during the first 6 months of that active course, as set out above.

Your statutory rights

This policy applies to voluntary refunds and the expiry of unused prepaid credit.

It does not affect your statutory rights, including your rights under the Consumer Rights Act 2015 where services are not provided with reasonable care and skill, or your cancellation rights for applicable distance (online or telephone) purchases.