Lifeline Medics

Lifeline Medics First Aid Services are always looking to improve the service we give our Clients and Service Users, We welcome feedback, whether positive or negative and take all comments seriously.

 

If you have a comment about the service we provide, your first port of call would be to discuss it with the lead person at the specific event or transport booking, failing that, comments and compliments can be forwarded to our registered address or email address marked for the attention of:

 

Mr. Richard Waghorn. - Email - rw@lifelinemedics.co.uk or by post to;

 

Lifeline Medics First Aid Services

Unit 18, Celtic Road

Callington

Cornwall

PL17 7SD

 

We will endeavor to respond to your comment in writing within 28 days.

 

 

 

 

Lifeline Medics First Aid Services Complaints Procedure

 

Lifeline Medics First Aid Services

Complaints Handling Policy

 

Our complaints policy

 

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

 

If you have a complaint, please contact us with the details. We request up to 28 days to consider your complaint. If we have not resolved it within this time you may complain to the Care Quality Commission.

 

What will happen next?

 

1.   We will send you a letter acknowledging receipt of your complaint within three days of receiving it,     enclosing a copy of this procedure.

 

2.   We will then investigate your complaint. This will normally involve passing your complaint to our company owner, who will review your matter file and speak to the member of staff who treated you.

 

3.   The Company Owner will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.

 

4.   Within three days of the meeting, s/he will write to you to confirm what took place and any solutions s/he has agreed with you.

 

5.   If you do not want a meeting or it is not possible, s/he will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

 

6.   At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the company to review his/her own decision

 

7.   We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 

8.   If you are still not satisfied, you can then contact the;

 

CQC National Customer Service Centre

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

 

Telephone: 03000 616161

Fax: 03000 616171