Complaints Procedure

Complaints Procedure

We hope to get everything right for our customers first time, however every customer is different and we are happy to adjust our service provision to ensure that it is what you desire. Customer feedback plays an important part of us getting it right so if there is a way we can improve, please let us know as soon as possible.

When things don’t go so well, it is important to us that we are made aware and we address the issue as soon as possible.

Complaints and queries will be dealt with as swiftly as possible and at a local level initially. This would be between the named lead occupational health specialist practitioner responsible for the customer’s service delivery and the named manager.

If a complaint is not resolved satisfactorily it should be escalated and referred to a director. We request that the original concerns, any attempts made to address the concerns, and residual concerns are detailed in writing to the Managing Director.

We aim to investigate matters and seek to respond to complaints in writing within 7 days of receipt of the written complaint. We would also like to ensure that the customer is satisfied with the progress and outcome of the investigation through discussion.

Published date: 19th February 2018

Last revision: 15th June 2020

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