Overview
Baxter Medico-Legal Ltd is committed to providing a professional, fair, and timely service. If you are dissatisfied with any aspect of the service provided, a complaint may be made in accordance with this procedure.
Last updated: 7 March 2026
1. How to make a complaint
Complaints should be made in writing by email and should include enough detail to identify the instruction or matter concerned, together with the nature of the complaint and the outcome sought.
2. Acknowledgement
Complaints will normally be acknowledged within 5 working days of receipt.
3. Response time
A substantive written response will usually be provided within 20 working days, where reasonably possible.
4. Investigation of complaints
Complaints will be reviewed carefully and fairly, having regard to the documents, correspondence, and circumstances of the relevant instruction. Further information may be requested where necessary in order to investigate the matter properly.
5. Outcome
The written response will set out the outcome of the complaint and any action proposed. Where appropriate, efforts will be made to resolve the matter promptly and proportionately.
6. Scope of this procedure
This procedure relates to concerns about the service provided by Baxter Medico-Legal Ltd. It does not alter the independent duties owed by an expert witness to the Court or Tribunal, nor does it provide a route to seek amendment of an opinion simply because a party disagrees with it.
7. Data protection
Personal data provided in connection with a complaint will be processed for the purpose of investigating and responding to that complaint, and otherwise in accordance with the Privacy Notice.