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At Medconnect Solutions Ltd, we are committed to providing exceptional service as a leading Medical Reporting Organisation (MRO). We understand that sometimes things can go wrong, and when they do, we want to hear from you so we can put things right. This policy outlines our complaints process in accordance with MedCo requirements to ensure the effective identification, investigation, and resolution of complaints.
A complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a client or potential client, regarding the provision or failure to provide a service. This may involve loss, material distress, or inconvenience and can relate to any activity of Medconnect Solutions Ltd or any associated organisation.
If you wish to lodge a complaint, you can do so via email, telephone, or post. Please use the contact details below:
Email: Admin@medconnect.org.uk
Subject field: Complaint and case reference (if available)
Medconnect Solutions Ltd
FAO CEO
Park House, 920 Bradford Rd, Birstall, WF17 9PH
Phone:
01924 664512 / 01924 664513
We aim to acknowledge all complaints in writing within one business day of receipt.
Upon receiving your complaint, we will investigate the matter thoroughly. Depending on the nature of the complaint, we may contact you for further information to ensure a comprehensive investigation. We assure you that the individual(s) investigating your complaint will be independent and not previously involved in the matter.
We strive to provide a final written response within four weeks of receiving the complaint. Our response will either:
– Accept the complaint and offer appropriate redress or remedial action.
– Offer redress or remedial action without accepting the complaint.
– Reject the complaint and provide reasons for doing so.
If we are unable to provide a final response within four weeks, we will inform you in writing, explaining the delay and providing an expected response date.
If you are dissatisfied with our final response or if we do not issue a final response within four weeks, you have the right to escalate your complaint to MedCo. Please note that complaints must be escalated to MedCo within six months of receiving our final response.
MedCo Contact Information:
Email: enquiries@medco.org.uk
We will review this policy annually or sooner if there are changes in internal processes or external obligations from MedCo.
Your feedback is invaluable in helping us improve our services. Thank you for giving us the opportunity to address your concerns.
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Medconnect Solutions Ltd
Committed to Excellence in Medical Reporting