Making a Complaint

Telephone Complaint

If you are unhappy with our service or facility we would like to know about it as soon as possible. We will investigate the situation so that we can explain, apologise and take action where necessary. If you inform us as soon as the problem has arisen, it can often be resolved immediately over the telephone.  You can do this by contacting Rachael Chapman, Office Co-ordinator Tel: 0191 3055230.

 

Making Written Complaint

If you are not completely satisfied you can put your complaint in writing to:

 

The Complaints Manager

Matrix Orthopaedic Solutions Limited

e.volve Business Centre

Cygnet Way

Rainton Bridge South

Business Park

DH4 5QY

 

Please include the following information when writing your complaint:

Acknowledgement of complaint

A letter of acknowledgment will be sent within 48 hours of receiving the complaint. We will reply within 28 working days. If the investigation is still ongoing after 28 days we will contact you to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.

 

Making an appeal to the Managing Director

If you are not completely satisfied with our response, you can take your complaint further to the Managing Director of Matrix Orthopaedics who will review your complaint and offer any advice to help resolve the matter.

If this matter is still not resolved you have the option of an independent review.

 

An independent review

As a final resort, you have the right to take your complaint to an independent external arbitrator.  If we have been unable to resolve your complaint, this process will be fully explained in a letter from the managing director.