General Information

We aim to provide a quality service that meets your expectations but recognise that things can go wrong. If they do, we would like to put it right. That is why it is important that you raise any concerns you might have as soon as possible. The quicker you tell us, the easier it is to establish the facts and resolve the issue.

However, if you wish to make a formal complaint, please do so in writing to our address at the bottom of the page, or by email to Ms Laurette Kitoko admin@aeromedicalconsulting.co.uk.

What we ask of you

Please tell us in your complaint letter where possible:

  • What went wrong

  • The date of time of the incident

  • What you consider to be an acceptable redress or resolution of your complaint

  • Any other points you consider relevant.

Stage 1

Aeromedical Consulting UK will send you an acknowledgement of your letter within three working days of receipt of the complaint (unless the practice is able to provide you with a full response within five days).

A full response to your complaint will be made within twenty days of the receipt of the complaint. If the investigation is still in progress after twenty days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every twenty days where an investigation is continuing.

If you remain dissatisfied following the final response from the practice, then you can request a review of your complaint, known as Stage 2

Stage 2

If you are not happy with the conclusion of your complaint or how your complaint was handled in stage 1 you can contact Dr Michael Fonso at mike.fonso@aeromedicalconsulting.co.uk

Your complaint will be acknowledged in writing by Dr Fonso within three (3) working days of receiving the letter, unless a full reply can be sent to you within five (5) working days.

Aeromedical Consulting UK will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. If a full response cannot be given within twenty (20) working days of receiving your complaint, Dr Fonso will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

If you remain dissatisfied with our handling of your complaint, you can escalate this to an independent adjudication service. We should be able to advise you on this course of action.

Stage 3

In order to safeguard medical confidentiality, we require the written consent of the person to which the complaint refers, indicating their consent for us to respond to a complaint on their behalf

Complaining on behalf of someone else

The Complaints Manager, Aeromedical Consulting UK, Forward House, Rooms 18, 19 & 22, Birmingham International Airport, Cargo Terminal, Birmingham B26 3QT

EMAIL: admin@aeromedicalconsulting.co.uk

Complaints Manager