At Unirad, we strive to ensure that every patient receives a positive experience and excellent clinical care during their private MRI scan in Glasgow. However, there may be times when you are unhappy about our services. If this is the case, it is important that you tell us. We promise to listen, treat your complaint with dignity and respect, and deal with it seriously, appropriately, and in a timely manner.
We invite you to first discuss your dissatisfaction with our clinic manager to explore if we can resolve the issue informally. If this is not possible, please proceed with the formal steps below.
Who can complain? Any person who has any contact with our services may use this complaints procedure. This includes individuals who have been refused a service they believe they need.
The complaint may be made directly by the client or by a third person representing their interests.
If the complainant is not the client, written consent must be provided by the client on whose behalf the complaint is being lodged.
Submission: Please lodge your official complaint in writing, laying out in detail the circumstances of the complaint. This allows us to deal with the complaint in a structured manner.
Submission Method
info@unirad.co.uk (Directed to the Director/Complaints Officer)
Online Use the “Request a Call Back” form below.
Designated Officer: The designated Complaints Officer (Director) will be informed and will deal with the matter.
Recording: The relevant information will be recorded on a complaint form.
Acknowledgement: A written acknowledgement will be supplied to you within two working days of receipt of the complaint.
Investigation Updates: You will be informed in writing of the stages of the investigation and any action taken.
Full Response Timeline: A full response will be made within 20 working days of receipt of the complaint.
Delays: Where the investigation is still in progress after 20 working days, you will be sent a letter explaining the reason for the delay, and the final response will be made within five days of a conclusion being reached.
Commitment: Your complaint will not detract from the standard of care and treatment offered to you in any way
Internal Resolution: The Director will endeavour to resolve the complaint to your satisfaction.
Escalation: If you remain dissatisfied with the outcome of our internal procedure, you have the right to contact the independent regulator.
Regulator: Healthcare Improvement Scotland (HIS) is the regulator for independent healthcare services across Scotland. HIS can accept complaints at any time from a complainant.
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.
Contact details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square,
1 South Gyle Crescent,
Edinburgh,
EH12 9EB
T: 0131 623 4342 E: his.ihcregulation@nhs.scot
