How we'll handle your enquiry or complaint

At UKIM we are committed to delivering excellent customer service and we wanted to let you know how we respond to enquiries and complaints. If you're unsure about anything at all, we're here to help, please just give our team a call


An enquiry is when you ask us a question such as ‘when is my medical appointment?’ A complaint is when you tell us you are not happy about something such as ‘I think there is a mistake on my medical report.’

Step 1: Ask our team and they can help you – call us on 0333 414 1988 or e-mail

Step 2: Get your answer from our experienced team of call handlers; it’s the quickest way to find out what you need to know but if for any reason your question can’t be answered straight away they’ll get back to you within 24 hours.

E-mails are responded to within 48 hours, but if it’s urgent let us know and we can deal with this more quickly for you. Don’t forget to include your case reference number for us if you have it.

Step 1: Tell us what’s wrong and we'll do our best to fix it - call us on 0333 414 1988 or e-mail

Step 2: We will log your complaint and let you know that we understand why you aren’t happy and that we are dealing with this for you. If you’ve called us we will tell you this over the phone; but if you’ve sent us an e-mail we will get back to you within 24 hours.

Step 3: Your complaint will be investigated, we will put things right and let you know how and when things will happen. We will do all this for you as quickly as we can and within 5 days. Our team will also let you know what you can do if you’re still not happy.


Alternatively feel free to write to us at Brenner House, Rainton Bridge Business Park, Houghton le Spring, DH4 5RA.

Our detailed Complaint Process is available here