If you want to take an issue further than the complaints section at the medical services bit, what do you do? Assume, for the sake of argument, that you've made a complaint and are unhappy with the response (hard to imagine I know, but please suspend your disbelief).

i think you can complain to the parliamentary ombudsman against the DWP - it's their medical services, albeit privatised.

sounds like you have an original complaint, and a complaint about inadequate complaints procedures.

not sure - you may have to complain to the DWP first?

jj

if it is a complaint about the Doctor then go to the GMC after medical services.

if it is a complaint about the way the investigation has been carried out by medical services then the ombudsman see for instance Report by the Parliamentary Commissioner C.567.01

Grounds for complaint to the GMC can include discourtesy to patients (but of course we never have instances of this with EMPs!).

My memory is that there is an independent adjudication tier (it was called something like that, I'm sure wedding cakes were involved) when you're unhappy with the manner of the investigation. They gave all the details when I did the complaint against the response to the complaint. So I assume only OPO after that.

They lived in Leeds as I remember.

The review is called a second tier review, you request it viayour local DBC who refer it to the DBC in Lawnswood , Leeds.

If you need to complain about an EMP carrying out a medical examination for the DWP, or about the facilities (or more likely lack of), or the conduct or proceedure undertaken at the examination, should:

Write to the Customer Relations Manager (address should be given on the appointment letter sent out giving the medical date, location etc.). There was, may still be, a Medical Services booklet called 'Comments, complaints and suggestions' and should be available from the medical boarding centre.

Customer Relations should acknowledge the complaint within 2 working days and investigate and respond in writing within 15 working days.

If complaint is not resolved can go to the Medical Team Leader about medical issues, or the Medical Services Site Manager about non medical issues (access etc.?).

Next stage would be the local independent complaints panel, here after to be known as THE INDEPENDENT TIER, have to go via the Customer Relations Manager to get there though.

Can only go to the Ombudsman if the complaint involves maladministration, but they are able to take complaints about rude or insensitive treatment.

Otherwise its down to the Director of Medical Services.

Anyone know how the Independent Tier get to be on the panel.

Thanks to all of you.

To clarify:

1. complain to customer relations. Not happy.

2. Complain to medical team leader / site manager. Not happy.

3. Indepedent complaints panel. Not happy.

4. Ombudsman (at last).

Is this right? You can't skip any of the layers? Must we put up with this deliberate attempt to squash our complaints?!

Seems to be the route that is expected, have in a previous life as a Welfare Rights Advice/Tribunal worker in the Valleys directed complaints via MP's, AM's, but had the standard 'Oh, well there is a process you know', mind it is useful to know the time scales that the system is supposed to work to.