1. Introduction

Triam Health Limited (“Triam Health”) is committed to providing high-quality healthcare, medico-legal, aesthetic, and administrative services.

Triam Health aims to ensure that concerns, complaints, and feedback are handled fairly, transparently, respectfully, promptly, and professionally.

This policy outlines how complaints may be raised, investigated, managed, and responded to.

2. Definition of a Complaint

Triam Health defines a complaint as:

A complaint may relate to:

• private GP services;
• medico-legal services;
• appointments;
• communication;
• claimant or patient experience;
• administrative processes;
• confidentiality concerns;
• digital services;
• or healthcare-related services.

General enquiries, appointment requests, clarification requests, or routine service queries are not normally treated as formal complaints unless dissatisfaction is clearly expressed.

3. How to Make a Complaint

Triam Health encourages patients, claimants, clients, and service users to raise concerns promptly so that they can be reviewed and resolved appropriately.

A complaint may be made:

• verbally;
• by telephone;
• by email;
• or in writing.

Where reasonably possible, complaints should include:

• your full name;
• date of appointment or interaction;
• details of your concern;
• and any relevant supporting information.

Complaints can be submitted to:

4. Complaint Handling & Response Timeframes

Triam Health aims to manage complaints in accordance with principles of good complaint handling, openness, fairness, accountability, and patient-centred care.

Where possible, concerns will initially be managed informally and resolved at the earliest appropriate stage before escalation to a formal complaint process.

Formal complaints will normally:

• be acknowledged within 3 working days of receipt;
• be investigated appropriately and proportionately;
• and receive a written response within 20 working days where reasonably practicable.

Where additional investigation, expert review, legal consideration, external information, or third-party input is required, complainants will be informed of the delay and provided with an updated expected response timeframe.

Triam Health aims to ensure that complaints are:

• handled respectfully, confidentially, and without discrimination;
• investigated fairly, proportionately, and transparently;
• responded to openly and honestly;
• and used as part of ongoing learning, governance, patient safety, and service improvement processes.

Triam Health is committed to encouraging feedback and promoting a culture of openness, learning, and continuous improvement in line with good governance and healthcare quality standards.

5. Medico-Legal & Independent Medical Expert Complaints

Triam Health recognises the independent role and professional obligations of medical experts undertaking medico-legal work.

Complaints relating to independent medico-legal opinions will be reviewed appropriately; however, the independent professional obligations of the medical expert must be maintained at all times.

Complaints regarding the content of an independent medico-legal report should preferably be submitted in writing to allow appropriate review by the independent medical expert.

Independent medical experts may act as independent Data Controllers in relation to medico-legal opinions and reports.

6. Further Escalation

If you remain dissatisfied following the response provided, you may raise your concerns directly with MedCo where applicable.

MedCo contact information and complaints guidance can be found at:

Additional information regarding the MedCo complaints procedure can be found at:

7. Confidentiality & Information Handling

All complaints are handled confidentially and in accordance with UK GDPR, the Data Protection Act 2018, applicable healthcare confidentiality obligations, and information governance requirements.

Complaint records are retained securely and access is restricted to authorised persons only.

8. Technology Providers & Digital Services

Triam Health may utilise Trikon Digital Ltd as a technology and software services provider for secure case management, communications, cloud hosting, appointment administration, and digital healthcare services.

Trikon Digital Ltd acts as a Data Processor on behalf of Triam Health and processes information only under contractual instructions and applicable data protection legislation.

9. Equality & Non-Discrimination

Triam Health is committed to ensuring that complaints are managed fairly and without discrimination.

No individual will be treated unfairly or disadvantaged for raising a genuine concern or complaint.

10. ICO Registrations

11. Policy Approval