Complaints Procedure - CL MediCall Complaints Procedure - CL MediCall : CL MediCall

Complaints Procedure

Step 1

We ask that you contact us during the following hours of 9:00 to 17:30 Monday to Friday on 01302 552318.

All our staff have been trained to provide a high level of service and will try to resolve any matter where possible. If the advisor 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. You can also register your complaint direct to the complaints handling manager:-

FAO: Stacey Cooper
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 5 working days. 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 we will then close our file. If you still remain dissatisfied at this stage please go to step 2.

Step 2

You have the right to complain further if you are not happy with our final resolution. You can do this by writing to the managing director either on receipt of our final resolution or 8 weeks from the date you informed us of your dissatisfaction.

FAO: John Parker
Managing Director
CL MediCall Aid Ltd
Unit 1
Carolina Court
Doncaster
DN4 5RA

Please include a copy of the final response that we have issued to you, along with your reference number.

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