How to complain

Email . This is the only route you need, and it reaches the support team directly. Please put the word Complaint in the subject line so it is routed correctly. The buttons above do that for you.

Include as much of the following as you can

• Your name and the email address used for the consultation
• Your order reference, if you have one
• The date of your consultation or request
• A brief description of what went wrong
• What you would like us to do to put it right

If you would rather speak to someone, call +44 (0)161 391 0155. Our team is available 24 hours a day, 7 days a week. We will still ask you to confirm the details by email so there is a written record.

How long we take

We acknowledge every complaint within three working days of receiving it. The acknowledgement confirms who is dealing with it and tells you if we need anything further from you.

The acknowledgement will also tell you how long we expect the review itself to take. Where a complaint needs input from the reviewing doctor, or where we have had to ask you for more information, that will be longer. If a date we have given you slips, we will tell you why and give you a revised one rather than leave you waiting.

The three working day acknowledgement is a commitment, not an estimate.

What happens next

1. We review the circumstancesThe support team looks at the information you submitted, the communication record, and any clinical considerations relevant to the decision.
2. It is routed to the right personWhere the complaint concerns a clinical decision, it is referred for a clinical view. Where it concerns billing, delivery, or the platform itself, it is handled by the support team.
3. We tell you the outcomeWe set out what we found and what we are doing about it. Where a refund or other remedy is due, we tell you how and when you will receive it.

Complaints about a clinical decision

All medical documentation issued through MedicalCert is subject to the independent clinical judgement of the reviewing GMC-registered doctor. The reviewing doctor may determine that documentation cannot be issued where the information provided does not support certification. Where that happens, a full refund is provided automatically, as set out in our refund policy.

A complaint about a clinical decision will be reviewed against the clinical information available to the doctor at the time of the assessment. Disagreeing with a clinical decision is not by itself evidence that the assessment was carried out without reasonable care and skill.

If you are not satisfied

If our response does not resolve the matter, reply to it and say so, and we will look at it again. The further routes open to you are:

Nothing on this page affects your right to bring a claim in the courts. Our terms and conditions are governed by the law of England and Wales.

Providing feedback

Not everything is a complaint. If you simply want to tell us something works badly, or suggest an improvement, email . Feedback is read, but it is not handled under the complaints timescales above.

If you would like to leave a public review of your experience, you can do that on Trustpilot.