Client Queries & Complaints Policy & Procedure

Issue Date: 16.05.2025

 

Purpose

To provide a clear, fair, and consistent process for managing client queries and complaints at Health Matters Occupational Health (HMOH), and to support high standards of customer service, accountability, and continuous improvement.

 

Scope

This policy applies to all HMOH clients and to all HMOH staff involved in handling queries and complaints. It covers:

  • Questions about the content, advice, or recommendations in an Occupational Health Service Outcome Report (“Outcome Report”).
  • Complaints about any aspect of HMOH service delivery.

Contact: [email protected]

Inbox Monitoring: Monday–Friday, 09:00–17:15 (working days).

Definitions: “Working days” are Monday–Friday, excluding Northern Ireland public holidays.

 

Outcome Report Queries

Raise your query

Email [email protected] with:

  • Your organisation name and contact details
  • Employee initials or reference and appointment date
  • The Outcome Report date
  • The specific point(s) you are querying
 

Acknowledgement

We will acknowledge your email within 1 working day.

 

Resolution / Next steps

We aim to provide a response or clear next steps within 2 working days of acknowledgement. Timelines may vary with clinical complexity; if so, we will let you know.

 

If You’re Not Satisfied

Step 1 – Reply to the responder:
Explain why the response did not meet your expectations. We will reply within 1 working day with next steps (which may include a discussion with a practitioner).

 

Step 2 – Escalate to Sales & Account Executive:
Email [email protected] requesting escalation. A Sales & Account Executive will review, investigate, and respond.

 

Note on Clinical Independence:
Occupational health opinions are independent medical views. We may not be able to change a clinical opinion; however, we will always clarify the rationale and context for any recommendation.

 

Service Complaints

Raise your complaint

Email [email protected] with:

  • Your organisation and contact details.
  • What happened, where/when, and who was involved.
  • Impact on you/your organisation.
  • The resolution you are seeking (if known).
 

Acknowledgement & logging

A Sales & Account Executive will acknowledge within 1 working day and log the complaint.

 

Investigation

A Sales & Account Executive will gather information from relevant team members and may contact you for further details.

 

Formal response

Within 4 working days of acknowledgement, we will send a written response outlining findings and proposed remedial actions. A follow-up call will be offered (please request one if not offered).

 

If You’re Not Satisfied

Escalate to a Director:
Email [email protected] requesting escalation and explaining your concerns. A Director will reply within 2 working days with next steps and will provide a formal written response. A call/meeting will be offered upon request.

 

Continuous Improvement

All queries and complaints are recorded, reviewed, and used to improve our services.