Complaints
Most complaints received by EMQN consist of minor misunderstandings or problems with specimens. These can usually be resolved over the telephone with EMQN office staff. We take all complaints seriously and aim to resolve them quickly and fairly.
- Acknowledgement: We confirm receipt of every complaint.
- Investigation: The issue is reviewed and investigated by the relevant team.
- Resolution: We determine appropriate corrective actions.
- Outcome: A written response is provided, explaining the findings and resolution.
- Follow‑up: We offer a follow‑up to ensure the customer is satisfied.
- Review: All complaints are reviewed by our Quality Management Team to ensure they were handled effectively.
- Fair treatment: No complainant will ever face discrimination for raising a concern.
If the participant is not satisfied with the response by EMQN office staff then the matter will be brought to the Scientific and Strategic Advisory Board (SSAB) at their next meeting. A response will be made in light of the advice given by the SSAB.
Participants who feel that their cause for complaint requires a more formal response are invited to contact, in writing, the Chairman of the EMQN Board here.
Compliments
If you have any positive feedback about a scheme or interaction with EMQN, please let us know.