Complaints Policy Procedure

Policy Statement
MedPure values the opinion and feedback of its employees, candidates and clients and is committed to improving service quality in response to feedback, suggestions, complaints or service issues.

We believe that our customer service is what differentiates us from our competitors, and as such we are continuously seeking ways to improve the service that we give to both our clients and candidates.

Scope of the Policy
Our policy applies to all aspects of the company’s service, policies and procedures as well as clinical complaints.

All employees are required to comply with this policy when dealing with complaints and if required complaint escalation.

What happens next

  1. You will receive acknowledgement of complaint within 5 working days of receipt.
  2. Investigation will commence immediately and we will look to give you a full response in this time.
  3. In every case we will take all reasonable and practicable steps to resolve the complaint within 15 business days of its receipt unless the nature of the complaint requires additional investigation or action by an appropriate third party in which case the complaint will be made good or resolved as soon as possible thereafter.

If you’re not satisfied

If you are dissatisfied with any aspect of the handling of your complaints or the outcome,  you can ask the complaints team to escalate your complaint.

The complaint will be investigated by our operations manager and we will provide you with the reviewed outcome.

Register Your Complaint