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HS Financial Services - Complaints Procedure
Complaints Procedure

Complain Handling Procedure - MediCruit Ltd


Our aim
Our aim is to ensure we offer all of our customers an excellent level of service. If you are dissatisfied with any of our services, please contact us in the first instance and we will do our best to resolve the complaint.

What is a complaint?
A complaint can be defined as “Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service”

How to make a complaint
If you wish to make a complaint about the service you have received, please contact us on:
1. By Phone: 01332 609318
2. By Email: contact@henryscheinfinancial.co.uk
3. By Mail: 1st Floor, Pacific House, Stanier Way, Derby, DE21 6BF
4. In Person: 1st Floor, Pacific House, Stanier Way, Derby, DE21 6BF

*calls are charged at the same rates as 01/02 number on mobile tariffs.

Any complaint we receive directly will be forwarded to our Principal Firm who will handle the complaint on our behalf.

Complain Directly to our Principal Firm:
We are an Introducer Appointed Representative of Henry Schein UK Holdings Limited, our Principal Firm, who are responsible for our Credit Broking Activity. If you would like to make a complaint about our services directly to our Principal firm, you may do so by contacting Henry Schein UK Holdings Limited:
1. By Phone: 0800 028 1533
2. By Email: ukcustomerservicesweb@henryschein.co.uk
3. By Mail: Medcare North, Gillingham Business Park, Centurion Cl, Gillingham ME8 0SB
4. In Person: Medcare North, Gillingham Business Park, Centurion Cl, Gillingham ME8 0SB

*calls are charged at the same rates as 01/02 number on mobile tariffs.

What happens next?
1. Our Principal firm, Henry Schein UK Holdings Limited, will issue a written acknowledgement to you; promptly and no later than five working days from receiving your complaint.
2. Our Principal firm may need to contact you following the written acknowledgement for further information on the matter.
3. In any event, your concerns will be fully investigated by our Principal Firm’s complaint handler. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response.
4. If our Principal Firm upholds your complaint, we will take the appropriate steps to rectify the error promptly, offer an apology for the error and offer redress or remedial action where appropriate.

When will the complaint be resolved?
We will consider a complaint as resolved when you, the complainant, have indicated acceptance of our final response.

The Financial Ombudsman Service.
If you are not satisfied with the final response you have the right to complain to the Financial Ombudsman Service, their contact details can be found below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet.

Alternatively, you can obtain a copy from:
Financial Ombudsman Service, Exchange Tower, London E14 9SR.

www.financial-ombudsman.org.uk

Or by freephone: 0800 023 567 *
Standard Telephone: 0300 123 1 123 *
Outside of the UK: +44 20 7964 0500

* calls are charged at the same rates as 01/02 number on mobile tariffs.

General Buyer Terms

This agreement is in relation to MediEstates Limited whose registered office is at 1st Floor, Pacific House, Stanier Way, Wyvern Business Park, Derby, DE21 6BF acting for and on behalf of our clients ("the Vendors"); and yourself (Buyer's Name) in relation for an introduction to a prospective sale of a business as a going concern. By registering through this agreement I agree to all terms set out below:

  1. Definitions
    In this Agreement the following terms and phrases shall have the following meaning unless the context otherwise requires:

    Business
    Dental Practice business providing dental care. This business is under the MediEstates Ltd sale terms.
    Confidential Information
    Means the actual Vendors identity and all confidential information in respect of the Business, including, but not limited to, any ideas, business methods, prices, accounts, finance, marketing, research, development, manpower plans, processes, market opportunities, intentions, design rights, product information, customer lists or details, employees’ details, trade secrets, computer systems and software, and other matters connected with the products or services manufactured, marketed, provided or obtained by the Vendor, and information concerning the Vendor’s relationships with actual or potential clients or customers and the needs and requirements of such clients’ or customers’ operations.
  2. Obligation of Confidentiality
    The Prospective Purchaser agrees to treat as confidential, information supplied by or on behalf of the Vendor in connection with the sale of the Business.
  3. Exclusions
    The obligation of confidentiality set out in clause 2 does not apply to:
    1. any information received from a third party who was legally free at the time of disclosure to disclose it;
    2. any information which was already lawfully in the Prospective Purchaser’s possession prior to receiving it from MediEstates Ltd on behalf of the Vendor; and
    3. any information which is in its entirety already in the public domain.
  4. Duties of Prospective Purchaser
    1. The Prospective Purchaser shall take such a reasonable security measures to protect the Confidential Information and trade secrets.
    2. The Prospective Purchaser shall not, without the prior written consent of the Vendor, permit any of the Confidential Information:
      1. to be disclosed, other than in confidence to its legal or professional advisors;
      2. to be copied or reproduced;
      3. to be commercially exploited in any way;
      4. to be used for any purpose other than in connection with the prospective purchase of the Business;
      5. MediEstates is registered under the Data Protection Act 2018. Upon Signing this agreement you agree to follow the legal obligations of this act to protect the details of the information supplied to you, with it no to be passed outside of the control of you the prospective purchaser.
    3. The Prospective Purchaser agrees to keep a record of Confidential Information received.
    4. The Prospective Purchaser will return to MediEstates or the Vendor all documents containing Confidential Information and all copies of those documents on demand at any time which are in its possession or under its control, and for this purpose the term “documents” includes computer discs and all other materials capable of storing data and information. The Prospective Purchaser agrees that such documents remain the property of the MediEstates on behalf of the Vendor.
    5. The Prospective Purchaser must not jeopardise or re-direct the sale under any circumstances.
    6. The Prospective Purchaser must not contact the Local Area Team or CCG regarding any practice sale, by any means of media unless written permission is granted from the Vendor.
    7. To carry out own due diligence on practice purchases and accepts that any information MediEstates has supplied is information provided by the vendor and is not responsible for its accuracy or completeness.
  5. This Agreement
    The existence of this Agreement and its terms are confidential and neither MediEstates nor the Purchaser may disclose anything about this Agreement or its subject matter or implementation to any person other than in confidence to their legal or professional advisers.
  6. Duties of Prospective Purchaser
    When buying Dental practices, finance is normally needed. Our organisation operated over more than one of the MediHoldings brand, by completing this from you agree that the information can be shared to our other organisations to avoid the need to register independently and provide the best possible service.

    MediEstates will refer you to the specialist dental lending team and MediFinancial who will contact the necessary banks, whom have preferential healthcare lending rates in some cases, to ascertain which funding is available to you.
    By signing this agreement you do not have to use any of the banks MediFinancial contact, it is just another service which we provide.
  7. Deposit for Dental Practice
    If you are interested in putting forward a formal offer in for a practice, once the offer is accepted there will be a deposit required to secure the practice sale which is dependant of the practice size. This deposit is held in a client account and will be returned to the buyer on completion of the practice sale. You the buyer, will be required to sign a deposit schedule which will cover the buyer and the seller in the event that the practice sale does not proceed.
  8. Changes to this Agreement
    Any changes made to this agreement must be authorised and signed by one of MediEstates Ltd Directors.
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