COMPLAINTS
Complaints Procedure
At Affinity Medical Services, we are committed to providing a high-quality service and ensuring complete satisfaction for all our clients. However, should you have any concerns or issues regarding our services, we encourage you to inform us immediately so we can address and resolve the matter promptly.
How to Make a Complaint:
If you wish to make a complaint you can fill in the form provided below or contact us via the following methods:
- Email: info@affinitymedicals.co.uk
- Telephone: 01254 682224
- Address: Affinity Medical Services, The Innovation Centre, 1 Evolution Park, Haslingden Road, Blackburn, BB1 2FD
What Happens Next?
- Acknowledgement:
We will send you written confirmation acknowledging receipt of your complaint, and if necessary, ask for further details. We will also provide the name of the person handling your complaint. You can expect our acknowledgment within 7 working days. - Complaint Registration:
Your complaint will be recorded in our central complaints register. This will be done within 7 working days of receiving your complaint. If we cannot reply within this time frame, we will send an interim response, explaining the delay and advising when you can expect a full reply. - Investigation:
We will investigate your complaint by reviewing your case file and speaking with the individual at Affinity Medical Services who worked with you. This investigation will typically be completed within 10 working days. - Resolution Discussion:
If you would like to discuss the complaint further, we will arrange a meeting or call within 3 working days of your request. We will follow up with written confirmation of the discussion and any agreed-upon solutions within 2 working days. - Detailed Response:
If a discussion is not possible or you prefer not to have one, we will send you a detailed response to your complaint, including proposed solutions for resolution. - Escalation:
If you are still dissatisfied with the response, you can ask for the matter to be reviewed by a Manager who is not connected with the complaint. The Manager will reassess the situation and we will notify you of the results within 2 working days. - Final Decision:
The Manager will provide a final written response, confirming the position of Affinity Medical Services and addressing any views or concerns from the second investigator.
If we are unable to meet the specified timescales, we will notify you promptly, explaining the reason for the delay and informing you when you can expect a full response.
