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Complaints procedure

We are committed to providing a high quality service to our members and we constantly seek to improve our service standards. We take all comments and complaints seriously and aim to learn from them where appropriate.

If you feel we could have done better or there is something you believe we should be doing differently, we would like to hear from you. We aim to resolve your concerns to your satisfaction and learn any lessons from complaints in order to improve our service in the future. Complaints and comments are treated in confidence and fully and fairly investigated.

If you are dissatisfied about any aspect of the service you have received, please direct your concerns by email or telephone in the first instance to the individual with whom you have been in communication. Our staff are encouraged to discuss member complaints informally, wherever possible, so that that any service shortfall can be speedily rectified.