Complaints Procedure
We are committed to providing a high-quality service. If you are dissatisfied with any aspect of our service, we want to hear from you so we can address your concerns.
Complaints vs Disagreement with Expert Opinion
This complaints procedure relates to concerns about our service, conduct, or administration. It does not apply to disagreement with the clinical opinions expressed in an expert report. Expert opinions are matters for the court to determine, and disagreement with an opinion should be addressed through the legal process (e.g., Part 35 questions, joint expert discussions, or cross-examination).
How to Make a Complaint
If you wish to make a complaint about our service, please contact us in writing, providing as much detail as possible about your concerns:
Contact Details
Please mark your correspondence "Complaint" to ensure it is handled appropriately.
What to Include in Your Complaint
- Your name and contact details
- The case reference or name of the subject of the report
- A clear description of your complaint
- Relevant dates and details
- What outcome you are seeking
- Any supporting documentation
Our Complaints Process
Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
Investigation
We will investigate your complaint thoroughly, reviewing relevant records and speaking with those involved as necessary.
Response
We aim to provide a full written response within 20 working days. If the investigation requires more time, we will keep you informed of progress.
Resolution
Our response will explain our findings and any action we propose to take. If your complaint is upheld, we will explain what we will do to put things right.
Timescales
If You Remain Dissatisfied
If you are not satisfied with our response to your complaint, you may have the right to escalate your concerns to external bodies:
General Medical Council (GMC)
For concerns about the conduct or fitness to practise of a registered medical practitioner.
Website: gmc-uk.org
Information Commissioner's Office (ICO)
For concerns about how we handle personal information.
Website: ico.org.uk
Learning from Complaints
We take all complaints seriously and use them as an opportunity to improve our service. Complaints are reviewed to identify any patterns or systemic issues, and we implement changes where appropriate to prevent similar problems arising in the future.