Complaints

  1. If you are unhappy with the service that we provide or with the health professional that you met on our platform or if anything went wrong during your experience with the Your Online Doctor platform known as Medipole, we want to  know about it. Medipole will try to sort things out wherever it is possible for us to do so.
  2. Please send your complaint to the Clinic manager, Medipole at complaints@doctor.com
  3. Acknowledgement of receiving the complaint will be sent within 2 working days.
  4.  A reply with an apology, explanation or an action to resolve the problem will follow within a few days. A reply can take up to 3 weeks if it is a complicated matter.
  5. If you are not happy with the outcome, you may share your concerns again with Your Online Doctor or raise the matter with the Healthcare Inspectorate Wales (HIW) using the following contact details: Healthcare Inspectorate Wales (HIW) Government Building Rhydycar Business Park CF48 1UZ Tel: 03000628163 E-mail: hiw@gov.wales