Complaints Policy

We are committed to providing an efficient and high-quality service to all our clients and welcome feedback as part of our on-going commitment to continuously improving our standards.

Our aim is to ensure that any complaints are handled fairly, consistently and promptly. All complaints are thoroughly investigated in accordance with IMM procedure.

If you wish to raise a concern about any aspect of our service, please ask to speak to one of the management team and we will endeavour to resolve the issues informally.

If you wish to make a formal complaint, we would ask you to contact the IMM Administration Manager, providing full details of the complaint, by:

Email to complaints@intmedical.com
or
Letter to:
International Medical Management Inc. Ltd,
Alliance House,
11 Bon Accord Square,
Aberdeen,
A11 6DJ.

Upon receipt of a complaint, we will:

• Acknowledge the complaint within 1 working day

• Record the complaint in our Quality Management System within 2 working days

• Provide a full written response within 30 days detailing the outcome of the investigation and any corrective actions.

IMM is regulated by Healthcare Improvement Scotland.

Complaints can be referred at any stage of the complaints process to Healthcare Improvement Scotland by contacting:

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Tel: 0131 623 4342

Email: hcis.ihcregulation@nhs.net