Complaints
Most complaints received by EMQN relate to minor misunderstandings or issues with specimens. These can often be resolved quickly by contacting the EMQN office. We take all complaints seriously and are committed to resolving them fairly, consistently, and promptly.
When a complaint is received, we follow the process below:
- Acknowledgement – We confirm receipt of every complaint.
- Investigation – The issue is reviewed and investigated by the appropriate team.
- Resolution – Appropriate corrective actions are identified and implemented where necessary.
- Outcome – A written response is provided outlining our findings and the actions taken.
- Follow-up – We may contact you to ensure the matter has been resolved satisfactorily.
- Review – All complaints are reviewed by our Quality Management Team to ensure they have been handled effectively.
- Fair Treatment – No participant will be disadvantaged or treated unfairly for raising a complaint or concern.
If you are not satisfied with the response provided by EMQN office staff, your complaint may be referred to the Scientific and Strategic Advisory Board (SSAB) for consideration at its next meeting. A response will then be provided based on the advice and recommendations of the SSAB. Participants who believe their complaint requires a more formal review are invited to submit their concerns in writing to the Chairman of the EMQN Board through our Support Portal.
Compliments and Feedback
We welcome positive feedback from our participants.
If you would like to recognise excellent service, provide feedback on a scheme, or share a positive experience with EMQN staff, we would be delighted to hear from you. Your feedback helps us identify good practice and recognise the contributions of our team.
Please submit your comments through our Support Portal.
Thank you for helping us continually improve our services.