Complaints Policy and Procedure

How to complain

Please let us know if you have a complaint or concern about the service you have received from:

Dr Robert Simpson, Aviation Medical Examiner.

We hope that we can sort out most problems easily and quickly, often at the time they arise and with the doctor concerned directly.

If you wish to make a formal complaint, please do so as soon as possible. This will help us to establish what happened more easily.

If doing that is not possible, your complaint must be submitted within 12 months of the incident that caused the complaint.

You should address your complaint in writing to: Dr Robert A Simpson, Aviation Medical Examiner, c/o 18 Stockwell Avenue, Wootton, Northampton NN4 6JZ. 

Alternatively, you may submit it by email to: ame@medicalsforpilots.co.uk

Please be as specific and concise as possible.

 

Complaining on behalf of someone else

If you are not the patient, but are complaining on their behalf, you must have their signed, written permission to do so, unless they are incapable of providing this.

 

What we will do

We will acknowledge your complaint within 10 working days.

We aim to have fully investigated and responded to your complaint within 21 working days of the date it was received.

If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.

When we look at your complaint, we will investigate all the circumstances and make it possible for you to discuss the problem.

We will make sure that you receive an apology if this is appropriate.

We will take steps to make sure that the problem does not arise again if this is appropriate.

We will send you a final letter setting out the results of any investigations.