Complaints and Feedback Policy

1. Introduction

Cliniscape Ltd is committed to providing a high-quality, professional medicolegal expert witness service. We take all feedback seriously and regard complaints as an important source of information that helps us to improve our services and maintain the highest standards of professional practice.

This policy sets out our approach to handling complaints and feedback from instructing solicitors, other legal professionals, and individuals who have been assessed or examined by Cliniscape. It applies to all aspects of our service delivery.

2. Who Can Make a Complaint?

A complaint may be made by:

• an instructing solicitor or law firm;
• a claimant, defendant, or other individual who has been assessed or examined by Cliniscape;
• a representative acting on behalf of any of the above; or
• any other person who has a legitimate interest in the quality of our services.

Please note that Cliniscape does not provide clinical treatment services and is not registered with the Care Quality Commission (CQC) for regulated activities. Complaints relating to clinical treatment should be directed to the relevant treating clinician or NHS body. If you are unsure whether your concern falls within the scope of this policy, please contact us and we will advise accordingly.

3. What Can You Complain About?

You may make a complaint about any aspect of our service, including (but not limited to):

• the conduct of an assessment or examination;
• the content, quality, or timeliness of an expert report or opinion;
• communication and correspondence;
• billing and fee disputes;
• the handling of your personal data; and
• the behaviour or conduct of any member of our team.

Complaints that relate solely to the content of an expert opinion, where that opinion has been formed honestly and in accordance with the Expert's professional duty to the court, will be considered carefully but may not result in a change to the opinion expressed. The Expert's overriding duty is to the court, and we are unable to alter clinical opinions to accommodate the preferences of any party.

4. How to Make a Complaint

We encourage complaints to be made in writing wherever possible, as this helps us to ensure that all concerns are properly recorded and addressed. Complaints may be submitted by:

• Email: [email protected] (please mark your email "Complaint" in the subject line)
• Post: Cliniscape Ltd, Atrium, York Eco Business Centre, Amy Johnson Way, York, YO30 4AG

When making a complaint, please provide the following information to help us investigate your concern promptly:

• your full name and contact details;
• the name of the instructing solicitor or law firm (if applicable);
• the case reference number (if known);
• a clear description of your concern, including relevant dates and details; and
• what outcome you are seeking.

5. Our Complaints Process

5.1 Acknowledgement

We will acknowledge receipt of your complaint within 3 Working Days of receiving it. Our acknowledgement will confirm that your complaint has been received and is being investigated.

5.2 Investigation

All complaints are investigated thoroughly and impartially. The investigation will be conducted by a senior member of the Cliniscape team who was not directly involved in the matter complained about, where possible.

The investigation may include:

• a review of all relevant documentation, correspondence, and records;
• consultation with the Expert and other relevant staff; and
• consideration of any applicable professional standards, guidelines, or regulatory requirements.

5.3 Response

We aim to provide a full written response to your complaint within 20 Working Days of receipt. If the investigation is likely to take longer, we will contact you to explain the reason for the delay and provide an estimated timeframe for our response.

Our response will:

• set out our understanding of the complaint;
• describe the investigation we have undertaken;
• provide our findings and conclusions;
• explain any action we have taken or intend to take as a result; and
• advise you of your options if you remain dissatisfied.

5.4 Resolution

Where a complaint is upheld, we will take appropriate remedial action, which may include:

• an apology;
• a review and, where appropriate, amendment of the relevant report or documentation;
• a reduction or waiver of fees;
• changes to our processes or procedures to prevent recurrence; and/or
• any other action that is appropriate in the circumstances.

6. If You Remain Dissatisfied

If you are not satisfied with our response to your complaint, you may wish to escalate your concern. The appropriate escalation route will depend on the nature of your complaint:

7. Feedback

We welcome positive feedback as well as complaints. If you have been pleased with our service, we would be grateful to hear from you. Feedback of any kind helps us to understand what we are doing well and where we can improve.

Feedback may be submitted by email to [email protected].

8. Learning from Complaints

We review all complaints and feedback as part of our ongoing commitment to quality improvement. Where complaints identify systemic issues or areas for improvement, we will take appropriate action to address them. We maintain a record of all complaints received, including the outcome and any action taken, and we review this record periodically to identify trends and areas for development.

9. Confidentiality

All complaints and feedback are handled in confidence. Information relating to complaints will be shared only with those who need to know in order to investigate and resolve the matter, and in accordance with our Privacy Notice.

10. Contact

• Email: [email protected]
• Telephone: 020 3051 4082
• Post: Cliniscape Ltd, Atrium, York Eco Business Centre, Amy Johnson Way, York, YO30 4AG