Complaints Policy

1. Purpose and Principles

Expert Medical Examination commits to handling all complaints and inquiries with timely, constructive consideration. This framework explains how to raise a complaint or inquiry and how we will treat and resolve it.

2. Who This Policy Covers

This process applies to claimants, insured defendants, solicitors, and medical professionals involved with Expert Medical Examination.

3. What We Cover (Scope)

A complaint is a clear expression of dissatisfaction about a matter, communicated by phone (verbal) or in writing (email or letter), or as criticism about how a service or process was carried out. An inquiry may be a request for information. If there is any doubt, we will treat the communication as a complaint, whether received verbally or in writing.

We designate a dedicated Complaints Officer to ensure timely, effective handling.

This policy aligns with:

• The Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling
• The British and Irish Ombudsman Association’s Guide to Principles of Good Complaint Handling

Our complaint process is published on our website and includes performance metrics and root-cause analysis to address systemic issues and improve services. We will preserve evidence of complaints, actions taken, and outcomes for audit trails. We operate under a compliant framework consistent with QC guidance and MedCo criteria.

4. The Complaints Officer

5. Raising Inquiries

Inquiries can be directed to any staff member via email at info@expertmedical.co.uk or by phone at 0203 8233 222.

We aim to respond promptly, and no later than 1 business day.

6. Lodging Complaints

Complaints should be submitted in writing to the Complaints Officer via email or post. The Complaints Officer will acknowledge receipt, log the complaint, initiate an investigation, and provide a written reply within 20 business days.

During logging, the following details will be captured:

• MedCo reference (if applicable)
• Complainant source
• Date and time of receipt
• Nature of the complaint
• Format of the response and estimated timeline to resolution, including explanations for any deviations

7. Goals and Commitments

• Ensure claimants receive reports without undue delay.
• Treat claimants with fairness and respect.
• Maintain robust quality assurance over medical experts and claimants to produce fair, accurate reports.
• Safeguard the sensitive personal data of claimants.
• Promptly address any deficiencies to maintain MedCo compliance.