Stage 1 - informal resolution – telephone / writing / fax / e-mail
If you raise an issue over the telephone, we will try to resolve the problem on the spot.
Similarly, if you notify us in writing or by email, we will respond promptly, and in any case within 2 working days of receipt. If this is not possible, we will explain why and give you a new deadline.
Stage 2 - formal complaint
If you are not happy with the initial response you receive, you can get back in touch with us and ask for your complaint to be referred to the complaints manager who will try to resolve the issue.
Stage 3 - final stage resolution
If, following your second response, you are still not satisfied, you can ask for your complaint to be referred to the Managing Director.
How to complain
Stage 1- Who should I raise my initial enquiry or concern with?
The first stage of the complaint’s procedure is 'informal resolution'. The service issue should be made in the first instance to the team providing the service. Informal resolution aims to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means; for example, providing an information update.
You can raise your concerns immediately by speaking to a member of staff or Office Manager.
Stage 2 - What if I am still unhappy after informal resolution?
If you do want to continue with your complaint you can do this orally or in writing (including e-mail) to the Complaints Team. If you make your complaint orally, a written record will be made.
You should receive a response within 7 working days. You should be kept informed of progress if this is not going to happen.
Stage 3 - What if I am still unhappy after formal resolution?
You can ask for your complaint to be referred to the Managing Director, who will reply in writing within 10 working days, or write to let you know why this cannot be done and give you a new deadline.
Dealing with your complaint - our standards
Our aim is that all our staff will be courteous and helpful. We will identify ourselves when answering the telephone; all telephone calls will be answered promptly. Where a voicemail is left, calls will be returned within one working day.
We will answer all letters as soon as possible but, in any case, within 7 working days of receipt. We will aim to answer all the points raised in correspondence accurately and openly. If it is not possible to reply within 7 working days, we will send an interim reply explaining the delay, answering any points we can and advising when you can expect a full reply.
Recording of complaints and reporting
All complaints are logged on receipt and progress tracked to resolution.
Weekly reports are compiled and forwarded to the Managing Director and Management Team detailing the complaints received, progress and resolution achieved.
Improving our complaints procedure
If you have any suggestions or comments about our complaint’s procedure, please send them to:
10Bridge Medical Ltd
Our Managing Director: