Shaz Medics Limited (“Shaz Medics”) is committed to providing high-quality healthcare, medico-legal,
aesthetic, and administrative services.
Shaz Medics 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.
Shaz Medics defines a complaint as:
“Any clear expression of dissatisfaction, concern, or grievance regarding services provided by Shaz Medics, whether made verbally, electronically, or in writing, where a response or resolution is reasonably expected.”
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.
Shaz medics 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:
Complaints Manager
Shaz Medics Limited
76 Hervey Road
London
SE3 8BU
admin@shazmedics.com
www.shazmedics.com
Shaz Medics 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.
Shaz Medics 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.
Shaz Medics is committed to encouraging feedback and promoting a culture of openness, learning, and
continuous improvement in line with good governance and healthcare quality standards.
Shaz Medics 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.
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:
MedCo Contact Information
Additional information regarding the MedCo complaints procedure can be found at:
MedCo Complaints Procedure
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.
Shaz Medics 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 Shaz Medics and processes information only
under contractual instructions and applicable data protection legislation.
Shaz Medics 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.
Shaz Medics Limited is registered with the Information Commissioner’s Office (ICO).
ICO Registration Reference: ZC271733
Dr Syed Nawaz Ali may also process personal information in his professional capacity as an independent
clinician and medical expert.
ICO Registration Reference: ZB652831
Policy Owner: Shaz Medics Limited
Approved By:: Director
Version: 1.2
Date Issued: 01 October 2027
Review Date: 30 September 2027