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Complaints

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Not happy with our service?

MyDoc for Health is a company that is conceived, designed and run by clinicians. Meeting or exceeding our customers’ expectations is our primary objective. If, however, you are unhappy with the service we have given you, this guide will tell you how you can contact us and how we will deal with your complaint or issue.

 

How to make a complaint

If you feel our service has not met your expectations you can make a complaint by completing the online ‘Contact Us’ form or by writing to us at: MyDoc for Health Ltd, Unit 4, Western Industrial Estate, Caerphilly Wales, CF83 1BE

 

We will acknowledge receipt of a complaint within 2 working days.

If you contact us through our website or in writing please provide us with full details of your complaint. If we require further information we will notify you using your preferred method of contact.

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If you are contacting us on behalf of another person, we will require proof of that person’s consent to your handling their complaint.

Once we have received your complaint, your details will be recorded and you will be provided with a unique reference number that identifies you and your complaint.

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Our preference is to deal with your complaint on a person to person basis by telephone, but, if you prefer, we will deal with your complaint at any stage through e-mail or letter.

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Once we have the full details of your complaint our promise is that we will normally take no more than 15 working days to respond to an informal complaint and 20 working days to respond to a formal complaint. If for any reason we are unable to meet these timelines we will inform you in advance and we will tell you when the response will be sent. If we should require additional information from you in order to complete our investigation of your complaint, we will allow 14 calendar days for your response to requests for further information. We will do our utmost to provide you with a resolution as soon as possible.

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If you are still unhappy and think that we have not resolved your complaint you may contact Healthcare Inspectorate Wales:

Healthcare Inspectorate Wales, Government Buildings, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ.

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