Complaints Policy

Medicess Ltd is committed to providing a high-level service to our clients. If you do not receive satisfaction from us we need to hear from you. This will help us to improve our standards.

Therefore, we aim to ensure that:

  • making a complaint is as easy as possible;
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • we deal with it promptly, politely and confidentially; and
  • we learn from complaints, use them to improve our service and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly;
  • keep matters low-key; and
  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Complaints Procedure

If you have a complaint, please contact the Director.

You can write to the Director at: Medicess Ltd, Riverview House, London Road,

Basingstoke, Hampshire, RG24 7JL.


The definition of a complaint is: “Any expression of dissatisfaction, be it written or verbal, in the services or personnel of Medicess Ltd be they expressed by a patient, solicitor, insurance company or any other individual or body who could be reasonably be described as a client of Medicess Ltd”.

Next steps

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.
  2. We will record your complaint in our Complaints Register within a day of having received it.
  3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps:
  • We will allocate the task of resolving the complaint to an appropriate member of staff. That member of staff shall not be the person against whom the complaint has been made and will be appropriately equipped both clinically and in terms of their position within the organisation to manage the complaint to a satisfactory resolution. At any stage we may pass the overall responsibility for dealing with the complaint from the Director to the most relevant department.
  • We will investigate the circumstances and details of the complaint and may interview members of staff involved.
  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
  • We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them.  This will take up to 4 days from receiving their reply;
  • The Director will then invite you to a discussion and hopefully resolve your complaint. The Director will do this within 5 working days of the end of our investigation.
  • Within 2 days of the discussion, The Director will write to you to confirm what took place and any solutions as agreed with you.

If you do not want a discussion or it is not possible, The Director will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.

  1. A complaint will have been satisfactorily resolved when:
  • The complaint has been dealt with to the satisfaction of all parties. A letter closing the complaint shall be sent to the complainant.
  • It has been established to the satisfaction of the Director that the complaint was unfounded and this has been explained in writing to the complainant.
  • Although the complainant has not accepted the solution as satisfactory, the complaint has been signed off by the Director as resolved to their satisfaction. A letter closing the complaint shall be sent to the complainant.