Your right to complain
MDDUS Solutions takes pride in providing a quality service to healthcare professionals across the UK with regards to indemnity, assistance and support. We take our role very seriously and aim to deliver excellent service to all customers and prospective customers. We are aware, though, that there may be occasions when we fall short and you feel dissatisfied with some aspects of our service. If our performance does fall short of your expectations, then we would welcome your feedback in order that we can understand how we could have done better. This feedback will also be used to help improve the quality of services provided to customers in the future.
What is a complaint?
We consider a complaint to be any expression of dissatisfaction with our service or products which calls for a response. We listen to our customers’ and prospective customers’ complaints, consider them seriously, and learn from them so that we can continuously improve.
There are however some complaints that this process excludes:
- complaints that have already been fully investigated via the MDDUS Solutions complaints’ procedure
- complaints made by staff members
- complaints that are submitted anonymously
- complaints regarding access to information where existing procedures and remedies are set out in legislation, for example, the Data Protection Act.
Who can make a complaint?
- Prospective customers
- Third parties raising a complaint on behalf of a customer or prospective customer.
What information you should include in your complaint
When making your complaint, please include as much detail as possible.
This might include:
- your name, membership number (where applicable) and preferred contact details
- the service or product you are complaining about
- the date of the event or incident
- what you are unhappy with i.e. the basis for the complaint
- the department and/or names of the staff members concerned
- what you would like us to do i.e. what would you like the outcome of your complaint to be?
How will my complaint be dealt with?
We will aim to resolve your complaint as quickly as possible.
Where we resolve your complaint to your satisfaction, within close of business of the third working day following receipt of your complaint, then we will consider the matter closed.
Where the complaint is more complex and involves further investigation then we will follow our full complaints process.
Once we receive your complaint, we will:
- acknowledge your complaint within five working days following receipt which will include a statement of our understanding of the issue – this may be via email or traditional mail
- investigate the complaint with the relevant departments and individuals involved
- following investigation, we will endeavour to send our final response to you within eight weeks of receipt of your initial complaint. This response will detail the steps taken to investigate the complaint; the conclusions we have reached; and any outcome or changes that we are making in reflection of the investigation findings. If, for any reason, we are unable to provide you with a final response within eight weeks then, prior to the eight-week deadline, we will: write to you with an update, provide an explanation for the delay, and advise when you can expect to receive a final response. If you are unhappy with our final response then you have a right to appeal to the Chief Executive Officer.
How to make a complaint
There are a number of ways in which you can make a complaint:
- by email: email@example.com
- by calling: 0141 220 2990
- by post, addressed to: Customer Service Manager, MDDUS Solutions, 206 St Vincent Street, Glasgow, G2 5SG.
As noted above, please include as much detail as possible when submitting a complaint.
If you are still dissatisfied
At MDDUS Solutions, we are committed to resolving complaints whenever possible through our internal complaints procedure. However, if you are not satisfied after receiving our final response, then you can take your dispute to the Financial Ombudsman Service.
The Financial Ombudsman Service offers a free and independent review of outstanding disputes and will look at your case for free. You must refer your complaint to the Financial Ombudsman Service within six months from the date of our final response to your complaint.
You can contact the Financial Ombudsman Service in a number of ways:
- by post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- by phone: 0800 023 4567
- by email: firstname.lastname@example.org
- via their website: www.financial-ombudsman.org.uk