Complaints at a glance

Step 1 — Tell us
Email info@medplusuk.com or call 01329 722721 with your name, appointment date, the clinician (if known), and what happened.

Step 2 — We acknowledge quickly
We’ll acknowledge your complaint within 3 working days and explain the next steps.

Step 3 — Investigation & outcome
We aim to provide a full written response within 20 working days (or we’ll update you if more time is needed).

Urgent concerns: If you believe you are experiencing a medical emergency, call 999. If you need urgent advice, use NHS 111.

Complaints are managed under MedPlus clinical governance arrangements, overseen by our Clinical Lead, Michael Sadler (HCPC registered), and our Safeguarding & Mental Health Lead, Hayley Beeden (NMC registered). Where a complaint relates to clinical care or a treatment complication, the treating practitioner will be involved in the response and their professional indemnity/insurance may be the appropriate route for any clinical negligence claim.

Complaint Policy 

At MedPlus UK Ltd (trading as “MedPlus”) (“MedPlus”, “we”, “us”, “our”), we are committed to providing a safe, respectful and high-quality service. We welcome feedback and take complaints seriously. This procedure explains how to raise a concern, how we investigate, and what you can expect from us.

This Complaints Procedure applies to all services delivered under the MedPlus name, including where services are delivered by subcontracted/associate clinicians.

1) What is a complaint?

A complaint is any expression of dissatisfaction about:

the service you received (including communication, booking, delays, fees, cancellations, records, or customer service), and/or

your clinical experience (including concerns about treatment, assessment, advice, outcomes, or aftercare).

If your concern relates to urgent safety, please contact emergency services (999) or seek urgent medical attention.

2) Who to contact

Please contact us as soon as possible so we can help promptly.

Email: info@medplusuk.com
Telephone: 01329 722721
Website: www.medplusuk.com

FAO: Complaints – MedPlus

We may ask for:

your full name and preferred contact details

the date of the appointment/treatment

the name of the clinician/practitioner (if known)

a clear description of what happened and what outcome you are seeking

3) What happens after you complain (our process and timescales)

Acknowledgement:
We will acknowledge your complaint within 3 working days.

Initial review:
We will decide whether your complaint is primarily:

a service/administrative complaint (MedPlus responsibility), and/or

a clinical complaint / treatment complication (clinician responsibility, with MedPlus governance oversight)

Investigation and response:
We aim to provide a full written response within 20 working days.
If the matter is complex and needs more time, we will update you with a revised timeframe and keep you informed.

4) MedPlus responsibilities (what we are accountable for)

MedPlus is responsible for maintaining safe systems and governance across services delivered under our name. This includes:

ensuring clinicians working with MedPlus are appropriately registered (where applicable)

ensuring clinicians have appropriate professional indemnity/insurance in place

verifying identity and right to work documentation

ensuring clinicians work within their scope of practice and competence

maintaining service standards, policies, and clinical governance

investigating complaints fairly and taking appropriate learning/actions

ensuring safe record handling and confidentiality

resolving service issues such as booking errors, communication failures, billing issues, or policy concerns (where applicable)

5) Treating practitioner responsibilities and insurance (clinical complications)

Where your complaint relates to a clinical decision, treatment outcome, adverse event, or complication, the treating practitioner (the clinician who provided your care) is the professional responsible for the clinical aspect of that care.

All clinicians delivering services under MedPlus are required to hold their own appropriate professional indemnity/insurance for the work they undertake. This includes subcontracted/associate clinicians.

If a treatment complication occurs:

the treating practitioner’s indemnity/insurance is the appropriate route for any clinical negligence claim relating to that practitioner’s clinical treatment

MedPlus will support a transparent complaints process and will coordinate communication and investigation under our governance framework

MedPlus will ensure relevant information is handled appropriately and will take action where governance standards have not been met

Important note: Raising a complaint through MedPlus does not remove your right to seek independent advice. MedPlus cannot provide legal advice.

6) How we handle clinical complaints/complications in practice

If your complaint involves a clinical matter, we may:

arrange for the treating practitioner to contact you to discuss concerns and aftercare

request clinical notes, consent documentation, aftercare advice, and relevant records

seek an internal clinical governance review and/or an independent opinion (where appropriate)

agree a plan to address your concerns, which may include review, follow-up, referral, signposting, or remedial steps where clinically appropriate

If you report symptoms suggesting an urgent complication, we will advise urgent medical review (e.g., NHS 111/GP/ED/999 as appropriate).

7) Possible outcomes of a complaint

Depending on the issue, outcomes may include:

an explanation and/or apology (where appropriate)

correction of administrative errors (booking, invoices, records)

service improvements or staff training

clinical review and follow-up plan

clarification of fees, terms, or policies

signposting to external bodies (e.g., professional regulator routes) where relevant

Refunds/fee adjustments are considered in line with our Terms & Conditions and the nature of the complaint.

8) Escalation if you remain dissatisfied

If you are not satisfied with our response, you can request a further review. Please set out:

what you feel was not addressed, and

what resolution you are seeking.

Where appropriate, you may also choose to contact:

the practitioner’s professional regulator (e.g., NMC/HCPC/GMC, as applicable)

the practitioner’s indemnity/insurance provider (where a clinical negligence claim is being pursued)

independent advice or advocacy services

9) Confidentiality and records

We will handle complaints confidentially and in line with data protection law. Information will be shared only with those who need to investigate and respond (e.g., the treating practitioner, governance leads, or relevant insurers), unless there is a legal duty to disclose (e.g., safeguarding).

We keep a record of complaints and outcomes for clinical governance and service improvement purposes.

10) Vexatious or abusive behaviour

We will always treat complainants respectfully and we expect the same in return. If behaviour becomes abusive, threatening or unreasonably persistent, we may restrict contact to one channel or one nominated person, while still ensuring your complaint is reviewed fairly.

Company details

MedPlus UK Ltd (trading as “MedPlus”)
Company registration number: 16072447
Registered office: Honeystone Cottage, Oxford Road, Enstone, Chipping Norton, England, OX7 4LP, United Kingdom
Email: info@medplusuk.com | Tel: 01329 722721 | Website: www.medplusuk.com