Complaints and feedback
When we fall short, we want to hear about it – directly, and early. Every concern is handled fairly and in confidence, and raising one will never affect the care, advice or service you receive from us.
Anyone can raise a concern: an employer we work with, a person attending an appointment, or someone acting on their behalf with their permission.
How to raise a concern
Tell us what happened, when, and what outcome you are hoping for – it helps us put things right faster. A phone call often resolves a concern; you do not need to make anything formal for us to help.
How we handle a complaint
Acknowledge
We confirm we have received your complaint within 2 working days, and tell you who is looking after it.
Investigate
Our Business Manager looks into service and administrative matters, while concerns about clinical care or clinical advice are reviewed by our Medical Director.
Respond
You receive a full written response within 20 working days. Where something has gone wrong, expect an apology, a clear explanation and correction of any errors.
Learn
Complaints and their outcomes feed into the quality reviews that maintain our SEQOHS accreditation, and what we learn changes how we work.
If you remain unhappy
Ask us to escalate. If the Medical Director has not already reviewed your complaint, they will. Beyond Medwyn: concerns about the professional conduct of a doctor can be raised with the General Medical Council, and about an occupational health advisor with the Nursing and Midwifery Council. If your concern is about how we have handled your personal information, our privacy notice explains your rights, and you can contact the Information Commissioner's Office – our ICO registration is ZB185290.
Compliments and suggestions
Feedback is not only for when things go wrong. If someone at Medwyn has done a good job, tell us and we pass it to the person concerned. Suggestions for improving the service are read with the same care as complaints.
Complaints FAQs
A complaint cannot alter a clinician's professional opinion. If you believe a report contains a factual error, tell us – the clinician who wrote it will review the point and correct any inaccuracy.
We handle complaints in confidence and involve only the people needed to look into the matter. We do not discuss your complaint with your employer without your permission, unless we are legally required to.
No. Raising a concern is always free, and you do not need anyone to represent you.
Start with our privacy notice, which sets out your rights and how to exercise them. You can also contact the Information Commissioner's Office at any time.
This page was reviewed in July 2026.