We very much value the experience you have using our services but recognise that things can go wrong. If they do, we would like to put it right. That is why it is important that you raise any concerns you might have as soon as possible by telling us. The quicker you tell us, the easier it is to establish the facts and resolve the issue. If you wish to complain, please do so in writing or by email to firstname.lastname@example.org. If you are unable to write or send an email, please contact us by telephone and we will arrange a face-to-face appointment with you. At the conclusion of this meeting, we will summarise in writing your complaint and any agreed actions to resolve it.
We will acknowledge your complaint within 5 working days of receipt and invite you to discuss how best we may resolve your complaint. Where your complaint relates to our aeromedical practice, we may be required to inform the CAA and forward a copy of your complaint to them. We will always let you know first.
Please tell us in your complaint letter what you consider to be an acceptable redress or resolution of your complaint.
HOW WE WILL HANDLE YOUR COMPLAINT.
We will investigate your complaint within an acceptable timeframe, establish the facts and inform you in writing about our findings. Where appropriate, we will apologise. We will also review our processes and procedures in order to improve the service we delivery.
IF YOU REMAIN DISSATISFIED .
If you remain dissatisfied with our handling of your complaint, you can write to the Practice Manager at The County Clinic if your medical was undertaken at our Northampton clinic. For other locations, you can write to the Independent Doctors Federation (IDF) of which we have membership. The IDF can provide an independent adjudication service. Please let us know and we will provide you with the contact details.
COMPLAINING ON BEHALF OF SOMEONE ELSE.
In order to safeguard medical confidentiality, we require the written consent of the person to which the complaint refers, indicating their consent for us to respond to a complaint on their behalf.