Complaints and feedback
AWYN welcomes feedback and takes concerns seriously.
How to raise a concern
Email info@mdcaregroup.co.uk and put Complaint in the subject line. You may also use the Contact page, but do not send medical records, detailed clinical information or urgent safety concerns by ordinary email.
What to include
Include your name, booking reference where available, the service or course, relevant dates, what happened and the outcome you are seeking. Do not include urgent or emergency information in a complaint or feedback message.
What happens next
AWYN aims to acknowledge a complaint within five working days and provide a substantive response within 20 working days. If more time is needed, we will explain why and keep you updated. Complaints are reviewed fairly and confidentially. Making a complaint does not extend any cancellation or refund deadline.
Confidentiality and care
Any information you share will be handled respectfully and in line with our privacy practices. Raising a concern or giving feedback will not disadvantage your future care with AWYN.
Further review
If you remain dissatisfied after AWYN has responded, we will explain any relevant independent or regulatory route that may be available for the particular service you used.
Emergencies
AWYN is not an emergency service. If you think you or someone else may be seriously unwell or at risk, call 999 immediately or contact NHS 111, or use other local emergency services.
Last reviewed: September 2026