Medshare is committed to delivering the highest level of service, but if something does go wrong, we aim to work efficiently and fairly to make things right.
By telling us when you have a problem, we can work with you to understand what’s happened. This easy-to-use guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.
STAGE 1 – YOUR COMPLAINT
The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or you can send us an email. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Contact details – louise@medshare.uk
1 Market Hill, Calne, Wiltshire SN11 0BT
We will aim to resolve any issues immediately, however if this is not possible then your concerns will be escalated to a manager who will investigate the matter.
STAGE 2 – OUR ACKNOWLEDGEMENT
If we cannot resolve your issues immediately, we will send a written acknowledgement of your complaint within three working days. This will outline who is responsible for investigating the issues raised.
STAGE 3 – OUR INVESTIGATION
We will collate as much information as possible and liaise with the various departments involved to establish all the facts.
Within fifteen working days we will send you a detailed response, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns, you will receive a written explanation for the delay.
STAGE 4 – YOU CAN ESCALATE YOUR COMPLAINT
Tell us if you feel your complaint has not been fully addressed. Your concerns will be acknowledged within three working days of receipt and your complaint will be re-reviewed by a senior manager in the team.
Where possible, a final response will be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution. We may also share details of other organisations who can support you.
CONFIDENTIALITY
All complaints are kept confidential and will be dealt with fairly. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
