Complaints

Complaints Procedure

Black Pearl Medical Ltd: Complaints Policy and Procedure

Black Pearl Medical Ltd makes every effort to provide an outstanding service to both our client and claimants and put their needs at the centre of everything that we do. But on the rare occasion, things don’t go to plan. In such instances our aim is to ensure that we ‘put things right’ and learn and improve for the future so that the same mistake doesn’t reoccur.

This document outlines Black Pearl Medicals Ltd’s complaints procedure and guidance on how to use it.

A complaint can be any written or a verbal expression of dissatisfaction with the service we provide. Once we receive a complaint, our commitment to you is:

  • To treat you with respect and with no prejudice
  • To deal with the complaint in a prompt and thorough manner
  • To handle with sensitivity and confidentiality
  • To provide transparency of the process
  • To regularly provide update throughout the process
  • To learn from our shortcomings and improve our processes and services ongoing
  • Provide a satisfactory resolution for all parties concerned

Contact details for complaints

Written complaints:

Black Pearl Medical Ltd
223 Sladefield Road
Birmingham
West Midlands
UK
B8 2SX

Or by email:
feedback@blackpearlmedical.co.uk

Verbal complaints may be made by telephone to
Tel: 0121 326 8111

Complaints handling:

  1. Complaint received via letter, email and/or telephone. Our first process is to establish if the complaint can be resolved informally. At this point we will contact the customer by phone (or face-to-face) and discuss their concerns, we appreciate the feedback from our clients and will always seek out ways to improve our customers experience. If an amicable resolution can be reached at this point where all parties are satisfied, then the details will be logged on the Black Pearl Medical Ltd complaints log and the complaint will be marks as complete and no further action will be required.
  2. If an informal resolution cannot be reached, then the customer will be advised to follow the formal complaints procedure and will be asked to put their complaint in writing (if not done so already). A pre complaint email will be issued to the complainant by clicking on Task, then selecting ‘Complaints Procedure’ from the ‘New Workflow’.

This will then prompt the user to select who the complainant is, once this is selected an email will be sent which will explain the complaints procedure and will ask them to respond to confirm they wish to make a formal complaint.

  1. Black Pearl Medical Ltd will issue an acknowledgment email (or letter if no email is provided) within 2 business days of the formal complaint being received. The acknowledgment will include details of who will be investigating the complaint and stating that we will aim to provide a written response within 5 working days.
  2. A member of the complaints handling team will contact the complainant to clarify all the issues raised in the complaint and to gather any further information that may be relevant to the investigation. We will also complete an assessment of the process/es that lead to the complaint.
  3. An outcome will then be deliberated that will take into account all parties and factors involved. All relevant corrective and preventative measures will be considered.
  4. Within 5 business days of the complaint acknowledgement, Black Pearl Medical Ltd will issue a final response letter to the complainant outlining the investigation final outcome. Where we decide redress is appropriate, we will provide the claimant with fair compensation for acts or omissions for which Black Pearl Medical Ltd are responsible for. Appropriate redress will not always involve financial redress.
  5. The complaint will then be updated and marked as complete on the complaints log.

If the complainant is not satisfied with the final resolution, they may refer the complaint to The Centre for Effective Dispute Resolution at https://www.cedr.com/

The timeframe stipulated above is a guide for the complainant; however, we understand that more complex cases may take longer to resolve. In such instances, Black Pearl Medical Ltd will write to the complainant to advise of any extensions to the timeframe.

If you have any questions or concerns regarding this policy, please contact Phil Woodhouse, Operations and Compliance Director at feedback@blackpearlmedical.co.uk.

Managing a complaint