COMPLAINTS POLICY

1. Introduction

Trikon Digital Ltd (“Trikon”, “we”, “us” or “our”) is committed to providing reliable software and technology services to providers and their authorised staff. We recognise that concerns may arise and provide a clear process for raising, investigating and resolving complaints about our services and activities.

This policy explains how to raise a complaint, how we investigate it, the response timeframes we aim to meet and the routes available if you remain dissatisfied.

We handle complaints fairly, consistently, respectfully and without discrimination. We use the information received to identify problems, take appropriate corrective action and improve our services.

This policy applies to complaints about Trikon's platform, accounts, technical support, communications, billing, credits, accessibility, confidentiality, security and handling of personal information. It does not replace a provider's own procedure for clinical care or professional conduct.

2. What This Policy Covers

We welcome concerns about our services and aim to address them in a way that is fair, proportionate and consistent with our responsibilities. You do not need to use the word “complaint” when raising a concern.

Complaints may concern platform functionality or availability, account access, technical support, communication, billing or credits, accessibility, confidentiality, security, or Trikon’s handling of personal information. Providers, authorised staff and other individuals affected by Trikon’s activities may raise a complaint.

Routine enquiries and requests for technical assistance are normally managed through support. Where dissatisfaction is expressed or a formal review is requested, we recognise and record the complaint. A data-protection complaint can be raised directly with Trikon without first completing an informal support process.

3. How to Make a Complaint

Complaints may be made by email, in writing, or verbally during an interaction with our team. We record verbal complaints and confirm our understanding. If you need help or an alternative communication format, contact us and we will make reasonable arrangements.

Please provide, where available, your name and preferred contact details, provider or organisation name, the date and details of the issue, relevant account or invoice references, supporting information and the outcome you would like. Missing information does not prevent you from raising a complaint.

Complaints Manager

Please use “Complaint” in the email subject where possible. Send only information needed to explain the concern. Avoid sending patient or claimant records, passwords or full payment-card details by ordinary email; we will arrange a suitable secure method if sensitive evidence is needed.

A provider’s nominated administrator or other authorised representative may raise a complaint on the organisation’s behalf. A representative may also complain on an individual’s behalf. Before disclosing confidential information, we may check their authority and carry out proportionate identity checks.

For technical complaints, please identify the affected feature, the date and approximate time of the issue, the organisation name and any relevant case reference or error message. Screenshots or examples containing personal information should be shared only through the secure method arranged by our team. Please do not include identifiable clinical information unless it is necessary for the investigation.

4. Complaint Handling and Response Timeframes

We aim to acknowledge complaints within 3 working days of receipt, confirm the issue and identify the person or role handling it. Working days exclude Saturdays, Sundays and public holidays in England. Data-protection complaints will in all cases be acknowledged within the applicable statutory deadline, currently 30 days.

Where appropriate, we try to resolve concerns promptly and informally. This does not prevent a formal investigation or delay action on an urgent concern. Complaints are handled without a complaint-handling fee.

We assess the issue, review relevant records and system activity, obtain necessary information and consider the requested outcome. Investigations are proportionate and fair. Where practicable, the complaint is reviewed by someone who was not directly involved in the matter. Any conflict of interest is identified and managed.

We aim to provide a written response within 20 working days of receipt. This is a service target, not a reason to delay a response that can be completed sooner. We investigate and respond to data-protection complaints without undue delay and keep the complainant informed throughout.

If more time is needed, we explain the reason, give an updated expected response date and agree or explain how progress updates will be provided. We do not treat a delay as closing the complaint.

Our response explains the issues considered, findings, reasons, any corrective action or remedy, and the available review or external escalation route. Where we have made a mistake, we acknowledge it, apologise where appropriate and explain how we will address it. Financial adjustments are assessed under the applicable contract and law; a complaint does not automatically create a refund entitlement.

5. Provider and Medico-Legal Complaints

Complaints about clinical care, professional conduct, appointments delivered by a provider, treatment, medical examinations or the content of a medico-legal opinion should be raised with the responsible provider under its own complaints procedure.

Trikon does not decide the merits of a medical opinion or change a professional report to resolve a complaint. The relevant professional remains responsible for reviewing their work and maintaining their independence.

If a complaint includes both provider and technology issues, we explain which parts Trikon will investigate and identify the appropriate provider route for the remaining parts. We share information only where authorised or otherwise lawful and necessary. We do not require an individual to approach the provider first where the complaint concerns Trikon’s own conduct.

MedCo may be relevant to complaints about a registered medical expert or reporting organisation within its remit. It is not presented as a general appeal body for Trikon’s software or billing complaints. Current MedCo contact information is available at https://medco.org.uk/contact/.

6. Data Protection and Security Complaints

Data-protection complaints can be sent to our Data Protection Contact at admin@trikondigital.com using the contact address in section 3. These may concern access, disclosure, accuracy, retention, deletion, security or another aspect of personal-information handling.

Trikon acts as a controller for its own business activities and as a processor for records handled on providers’ documented instructions. We investigate complaints about our own activities. For provider-controlled records, we notify and assist the relevant controller under our processing agreement while investigating any concern about Trikon’s performance. We do not independently decide requests to disclose or amend provider records unless authorised or required by law.

A complaint that also contains a subject access request or another information-rights request is handled under the applicable statutory process and timescale. The complaint response target does not replace those requirements.

Providers should report suspected data loss, unauthorised access or a technical failure affecting patient safety immediately to admin@trikondigital.com, marking the subject “URGENT - Security / Data Loss / Safety Incident” as appropriate. Include a contact person and a brief description without unnecessary sensitive information. Providers remain responsible for any immediate action needed to protect patients and claimants within their professional services.

Suspected data breaches, unauthorised access, missing information or safety-related technical failures are assessed promptly under our incident procedures. We take necessary protective action and make notifications where required; urgent incident action does not wait for the complaint investigation to finish.

7. Review and Further Escalation

If you remain dissatisfied, reply to the response or write to admin@trikondigital.com requesting a Director review by Dr Gaya Alagar Kuppuraj, explaining what you believe remains unresolved. There is no mandatory short deadline for asking for a review, although prompt requests help us investigate effectively.

We aim to acknowledge review requests within 3 working days and provide a review outcome within 20 working days. We explain any delay and provide an updated date. Where practicable, a different director or suitably independent reviewer considers the matter. If the complaint concerns Dr Gaya Alagar Kuppuraj directly, we arrange review by another suitably independent person and explain the review arrangements. Any other conflict of interest is identified and managed.

For concerns about personal information, you may complain to the Information Commissioner’s Office (ICO): https://ico.org.uk/make-a-complaint/ or telephone 0303 123 1113. You do not have to complete Trikon’s internal review before exercising your right to complain to the ICO.

Provider complaints may also have relevant professional, regulatory or MedCo routes, depending on the issue and organisation involved. This policy does not restrict statutory rights or other remedies available under the contract or law.

8. Confidentiality, Records and Retention

Complaint information is handled in accordance with UK GDPR, the Data Protection Act 2018 and our Privacy Notice and Data Protection Policy. Access is limited to authorised persons who need it for investigation, resolution or lawful oversight. We cannot promise absolute confidentiality where lawful disclosure is necessary.

We record receipt, acknowledgement, the issues raised, relevant evidence, investigation steps, communications, findings, actions and closure. We collect only the information needed and avoid duplicating clinical or claimant records unnecessarily.

Complaint records associated with a provider service are subject to the privacy policy’s deletion arrangements: non-billing provider information is deleted within 30 calendar days of effective contract termination, including backups. Necessary billing and accounting records are retained under the accounting retention rules. Other information is preserved only where specifically required by law, with the reason documented and access restricted.

Complaints unrelated to a provider contract are retained while the complaint, review or relevant follow-up remains unresolved and for as long as necessary to meet an applicable legal requirement. We review continued retention by reference to the outstanding issue, any active proceedings and the legal basis for keeping the information, and delete or anonymise it when those purposes end. Anonymised learning summaries may be retained without identifying the complainant, patient, claimant or provider.

9. Equality, Accessibility and Fair Treatment

We handle complaints respectfully and without discrimination. Raising a genuine complaint does not itself result in unfair treatment, withdrawal of service, restriction of account access or reduced support. Necessary security measures and contractual service decisions are considered separately from the fact that a complaint has been raised, and explained where appropriate. We offer reasonable adjustments and suitable communication arrangements where needed.

Where communications are abusive or threatening, any proportionate restriction addresses the behaviour and is explained; it does not automatically prevent investigation of the underlying concern or exercise of information rights.

10. Learning and Accountability

The Complaints Manager coordinates investigations and maintains the complaint record. Dr Gaya Alagar Kuppuraj, Director, oversees escalated complaints, recurring issues and corrective actions. Data-protection matters are referred to the Data Protection Contact.

We use complaint findings and anonymised trends to improve services, staff guidance and technical processes. Actions are assigned to a responsible person and followed through to completion. Lessons that affect security or personal-information handling are reflected in the relevant controls and policies.

11. Company Details and Policy Review

Company: Trikon Digital Ltd

This policy is reviewed at least annually and sooner if our services, complaint arrangements or applicable requirements change. Material updates are communicated through appropriate channels.