If you are not satisfied with any service that CL MediCall Aid has provided then you can register a complaint using the following procedure. Please be reassured that we will do our best to resolve the issue you’ve encountered.
We ask that you contact us on 01302 552318 or register your complaint in writing to complaints@clmedicalreports.co.uk.
All our staff have been trained to provide a high level of service and will try to resolve any matter where possible. If the Case Handler is unable to reach a satisfactory resolution for you they will refer you to the appropriate Line Manager who will also try to resolve your complaint.
The Complaints Handling Manager
CL MediCall Aid Ltd
Unit 1
Carolina Court
Doncaster
DN4 5RA
We aim to resolve your complaint within 48 hours of when we receive it, however if this is not possible then we will acknowledge your complaint within 2 working days. Should your complaint relate to matters surrounding clinical governance your complaint will be escalated to the Chief Medical Officer of the Company to investigate and respond. A written final resolution letter will be sent to you once all investigations are complete and within 4 weeks of receipt of your complaint at which point this will then be closed. If you still remain dissatisfied at this stage please go to step 2 of this Complaints Procedure.
You have the right to complain further if you’re not happy with our final resolution. You can do this by writing to the Managing Director either on receipt of our final resolution or 4 weeks from the date you informed us of your dissatisfaction. You should address your complaint for escalation to:
The Managing Director
Unit 1
Carolina Court
Doncaster
DN4 5RA
You can also email this to the complaints@clmedicalreports.co.uk email address and clearly state that it is For the Attention of (FAO) the Managing Director in the subject line of the email. If you would like to make a complaint to the Managing Director, this must be made with 6 months of our final response.
If you are not happy with the response provided you may escalate your complaint externally to Medco, the regulatory body for Medical Reporting Organisations. You can do this by emailing Enquiries@medco.org.uk or in writing to:
MedCo Registration Solutions
Suite 44, Shenley Pavilions
Chalkdell Drive
Shenley Wood
Milton Keynes
MK5 6LB
