When things don’t go right we are here to help you

This page will tell you how you can make a complaint.

If instead you would like to make enquiry or compliment, please visit our feedback page or drop us an email on feedback@integramedical.co.uk. We put our customer service and commitment to our clients, experts and instructing parties at the heart of what we do. We aim to get it right, first time and every time. But occasionally, things don’t go to plan. If in the unfortunate event, things didn’t go right for you, we would really like to hear from you. It will also give us a chance to understand what has happened and apologise to you. The process will also really help in improving our services. This page contains our complaints procedure and guidance on how to use it.

A complaint can be written or a verbal expression of dissatisfaction with the service we provide and we take all complaints seriously.

We aim to:

Deal with any complaint in a thorough and prompt way

Provide a transparency of the process

Regularly provide updates throughout the complaints procedure

Use each complaint received to help improve our processes and services.

How to complain

Here we explain how to make a complaint about the work of Integra Medical Reporting or it’s staff and how we will respond.

The complaints procedure has three stages:

Stage 1: Informal resolution

You can contact us on either telephone, by writing or e-mail

If you raise an issue over the telephone, we will try our best to resolve the issue during the call.

Similarly, if you notify us in writing or by email, we will respond promptly, and in any case within 7 working days of receipt of your complaint. If this is not possible, we will explain why and give you a new date by which you can expect a response.

Stage 2:  Formal complaint

If for whatever reason you are not happy with the initial response we have given you, you can contact us again and ask for your complaint to be referred to our Complaints Team who will try their best to resolve the issue for you.

Stage 3: Final stage resolution

If you are not satisfied following the second response, you can ask for your complaint to be referred to our Senior Manager who will then handle your complaint.

Stage 1

The first stage of the complaints procedure is known as the ‘informal resolution’. The aim of this stage is to resolve complaints quickly and as close to the source of the complaint as possible where possible. for example, providing an information update to you.

Who do I speak to?

You can immediately speak to a member of staff or Team Manager.

Stage 2

If you feel your complaint has not been dealt with through the informal resolution process,  you can continue with your complaint by contacting us by telephone or in writing (Letter or e-mail) address to the Complaints Team. If you make your complaint orally, a written record will be made. We will acknowledge your complaint within two working days. You should receive a response within 7 working days. We will keep you informed of progress in the case where this may not be possible due to the nature of the complaint.

Stage 3

If you are unhappy after after the formal resolution process, you can then ask for your complaint to be referred to the Senior Manager, who will reply in writing to you within 10 working days, or write to let you know why this cannot be done and provide you with a new date of when to expect the reply.

The standards we use for dealing with your complaint

When speaking to you, we will be helpful and courteous. We will answer the telephone call promptly and identify ourselves when answering. If you leave a voicemail, we will return your call within 1 working day.

If you decide to write to us, we will aim to respond as soon as possible but no longer than 7 working days. We will aim to address and answer all the points which you have raised in the best way possible. If for any reason we cannot reply to you within 7 working days, we will provide you with an explanation for the delay, which may answer any points you have have raised where possible and we will let you know the date by which you can expect a complete reply from us.

Recording of complaints and reporting

We log receipt of all complaints and closely monitor the progress of the complaint until the complaint can be resolved.

Our Management team keeps a close on eye on the complaints, where regular reports are produced to track monitoring.

Improving our complaints procedure

We would love to hear from you if you have any comments or suggestions regarding our Complaints Procedure. You can email us on feedback@integramedical.co.uk or send them to the address below for the attention of Panagiota Theodorou (Operations Manager)

Who to write to

If you wish to put your complaint in writing and are unsure where to address it, please send it either by email or letter to:

Service & Operations Manager

Name: Panagiota Theodorou

Telephone: 0845 862 1909

E-mail: nayia@integramedical.co.uk

Our general contact number and postal address are:

Integra Medical Reporting

Telephone: 0845 862 1909

E-mail: info@integramedical.co.uk

Address: Integra Medical Reporting Limited

47-49 Park Royal Road

London NW10 7LQ