These Terms and Conditions apply to appointments, medical assessments and related services provided by Compliance Medical Services Limited.

1. About Us

Compliance Medical Services Limited (“Compliance Medicals”, “we”, “us” or “our”) is a company registered in England and Wales under Company No. 13415279.

Registered Office:
Eco Innovation Centre
Peterscourt
City Road
Peterborough
PE1 1SA
United Kingdom

2. Acceptance of These Terms

By booking an appointment or purchasing a service from us, you agree to these Terms and Conditions.

Please read these Terms carefully before making a booking.

Nothing in these Terms affects your statutory rights.

3. Booking and Confirmation

Your booking is confirmed once we issue a booking confirmation by email or another agreed electronic method.

Your booking confirmation will normally include:

• the medical or service booked;

• the appointment date and time;

• the clinic location;

• the fee paid or payable; and

• the documents and information you are required to bring.

You are responsible for providing accurate contact details and checking that you have received your booking confirmation.

If you believe that you have booked an appointment but have not received confirmation, you should contact us before the appointment.

4. Choosing the Correct Medical

Different licensing authorities, employers, professional bodies and other organisations may have different medical requirements.

Before booking, it is your responsibility to confirm:

• which medical assessment you require;

• which medical form must be completed;

• whether your own GP must carry out the assessment;

• whether an approved medical provider must be used;

• whether any GMC-registered doctor may carry out the assessment;

• which medical records are required; and

• whether any additional reports, tests or investigations are required.

Requirements may vary between the DVLA, Transport for London (TfL), local councils, employers, professional regulators and other organisations.

We may provide general information about known requirements, but you remain responsible for confirming the current requirements directly with the organisation receiving your medical report.

We cannot guarantee that an organisation will accept a medical where its own provider, documentation or procedural requirements have not been met.

5. What Your Appointment Fee Covers

Unless otherwise stated in your booking confirmation, your appointment fee covers:

• the medical consultation booked;

• the appropriate clinical assessment;

• review of the information available at the appointment; and

• completion of the relevant medical form or report, where the doctor has sufficient information to do so.

Your appointment fee does not include unlimited follow-up work or additional services requested after your appointment.

Additional services may include:

• subsequently issued forms;

• additional questionnaires;

• requests for further medical information;

• review of medical records provided after your appointment;

• additional consultations;

• additional reports or letters;

• review of new medical evidence;

• updated medical opinions;

• additional investigations; or

• responses to questions subsequently raised by a licensing authority, employer or other organisation.

Additional fees may apply for these services.

6. Medical Records and Supporting Information

Some medical assessments require the examining doctor to review your medical records or other supporting clinical information.

Depending on the requirements of the relevant organisation, you may be required to provide:

• your full medical records;

• a summary of your medical history;

• accessible electronic medical records;

• medication information;

• hospital correspondence;

• specialist reports;

• investigation results; or

• other relevant medical evidence.

You must bring all documents and information specified in your booking confirmation.

Where full medical records are required, selected screenshots, incomplete records or isolated documents may not be sufficient.

Medical information must be sufficiently complete, accessible and legible for the doctor to undertake an appropriate assessment.

If the required information is not available, the doctor may be unable to complete or sign your medical form.

A further appointment or medical-record review may then be required and may incur an additional fee.

7. Your Responsibility to Provide Accurate Information

You must provide complete, accurate and truthful information during your medical assessment.

You are responsible for declaring relevant:

• medical conditions;

• diagnoses;

• medication;

• previous treatment;

• hospital admissions;

• investigations;

• specialist treatment; and

• any other medical information relevant to the assessment.

You must not knowingly withhold or misrepresent relevant medical information.

The doctor may decline to complete or sign a medical report if there is insufficient information available to provide a clinically appropriate opinion.

8. Further Information Requested After Your Medical

A licensing authority, employer, regulator or other organisation may request further medical information after reviewing your completed medical report.

This may include requests for:

• clarification of an existing medical condition;

• additional questions;

• further medical records;

• updated medical information;

• additional forms;

• further investigations or tests;

• specialist reports; or

• a further clinical opinion.

A request for additional information does not necessarily mean that the original medical form was incomplete or completed incorrectly.

Licensing authorities and other organisations may request additional information at their discretion as part of their assessment and decision-making process.

Where the request involves work outside the scope of your original appointment, an additional consultation, clinical-review or administration fee may apply.

We will advise you of the applicable fee before carrying out chargeable additional work.

Our doctor may also require access to your full medical records and supporting information before responding to the request.

Where permitted by the requesting organisation, you may choose to ask your own GP or another appropriate healthcare professional to provide the additional information instead.

We are not responsible for fees charged by your GP, specialist or any other third-party healthcare provider.

9. Corrections and Amendments

Where we have made a genuine administrative error or omission when completing a medical form that formed part of your original appointment, we will normally correct that error without an additional charge.

Examples include:

• an administrative question inadvertently left unanswered;

• a transcription error; or

• incorrect administrative information entered by us.

This does not include new questions or additional information subsequently requested by a licensing authority, employer, regulator or other organisation.

Where additional clinical work, medical-record review or a new medical opinion is required, an additional fee may apply.

10. Licensing Authority and Third-Party Decisions

Our doctors provide medical information and, where appropriate, a clinical opinion based on the assessment undertaken.

The final decision regarding the grant, renewal, suspension or refusal of a driving or taxi licence rests with the relevant licensing authority.

Similarly, decisions relating to employment, deployment, professional registration or occupational fitness remain the responsibility of the relevant employer, regulator or organisation.

Completing a medical assessment does not guarantee:

• the grant or renewal of a licence;

• acceptance of a medical report;

• employment or continued employment;

• professional registration;

• medical clearance; or

• any particular decision by a third party.

We are not responsible for decisions made independently by the DVLA, TfL, local councils, employers, professional regulators or other organisations.

11. Additional Tests, Reports and Investigations

Following your assessment, additional medical information or investigations may be required.

These may include:

• blood tests;

• ECG or cardiac investigations;

• exercise testing;

• optician reports;

• specialist assessments;

• sleep studies;

• diabetes reports;

• mental health reports;

• hospital correspondence; or

• other relevant investigations.

Unless expressly included in your booked service, these are not included in your original appointment fee.

You are responsible for arranging and paying for additional investigations or third-party reports where required.

12. Fees and Payment

Unless otherwise agreed, payment is required at the time of booking.

The fee charged relates only to the service described in your booking confirmation.

Where additional work is requested after the original appointment, a further fee may apply.

We will normally advise you of any additional charge before the work is undertaken.

13. Completed Medical Assessments and Refunds

Once a medical assessment has been carried out, the appointment fee is non-refundable, subject to any statutory rights that cannot legally be excluded.

The fee covers costs associated with providing the service, which may include:

• clinician time;

• clinic or facility hire;

• administration;

• document processing; and

• other costs associated with providing your appointment.

A subsequent request for additional information from a licensing authority, employer or other organisation does not entitle you to a refund of your original medical fee.

14. Cancellation Policy

Cancellation with at least 3 working days’ notice

To receive a refund, your cancellation request must be received by us at least 3 working days before your scheduled appointment.

Where the required notice is provided, the appointment fee will be refunded.

Cancellation with less than 3 working days’ notice

If your cancellation request is received less than 3 working days before your scheduled appointment, the appointment fee is non-refundable.

There are no discretionary refunds under our standard cancellation policy for customer-initiated cancellations made within this period.

For the purposes of this policy, working days are Monday to Friday, excluding bank holidays in England and Wales.

The date on which your cancellation request is received by us will determine whether the required notice has been provided.

Nothing in this section excludes or restricts any statutory cancellation or refund rights that cannot legally be excluded.

15. Rescheduling Appointments

You may reschedule your appointment once, provided that your request is received at least 3 working days before your scheduled appointment.

Rescheduling is subject to appointment availability.

Requests to reschedule made less than 3 working days before the appointment may be declined and the original appointment fee will remain non-refundable.

Any further request to reschedule after the first change is at our discretion and may require a new booking.

If you subsequently cancel an appointment that has already been rescheduled, the appointment fee is non-refundable.

Nothing in this section affects any statutory rights that cannot legally be excluded.

16. Non-Attendance

If you fail to attend your appointment, the appointment fee is non-refundable.

Non-attendance includes circumstances where you are unable to attend because of:

• forgetting the appointment;

• attending the wrong location;

• transport difficulties;

• traffic delays;

• weather conditions; or

• failure to allow sufficient travelling time.

You are responsible for planning your journey and arriving at the correct location at the scheduled time.

17. Late Arrival

You should arrive at the time specified in your booking confirmation.

If you arrive late, the doctor may not have sufficient time to carry out your assessment safely and properly.

We cannot guarantee that late arrivals will be accommodated.

Depending on availability, we may offer a later appointment or ask you to make a new booking.

Where you are unable to be seen because you arrived late, this will normally be treated as a missed appointment and the appointment fee will be non-refundable.

18. Documents Required for Your Appointment

You must bring all documents and information specified in your booking confirmation.

Depending on the medical booked, this may include:

• photographic identification;

• driving licence;

• the required medical form;

• glasses or contact lenses;

• medication information;

• medical records;

• medical summaries;

• specialist reports; and

• other supporting documentation.

Failure to bring the required documentation may prevent the doctor from completing your assessment or medical report.

Where a further appointment is required because the necessary documents were not provided, an additional fee may apply.

19. Medical Forms

Unless we have expressly confirmed otherwise, you are responsible for providing the current and correct medical form required by your licensing authority, employer or other organisation.

The form should be current, complete and unaltered.

We are not responsible where an organisation subsequently refuses an incorrect, outdated or inappropriate form provided by the customer.

20. Review of Your Completed Form

Where practical, you should check the administrative information on your completed medical form before submitting it.

If you identify an apparent error, please contact us as soon as possible so that we can review it.

You must not alter, amend or add information to the clinical sections of a medical report after it has been signed by the examining doctor.

21. Clinical Independence

Our doctors are professionally independent and must exercise their own clinical judgement.

Payment for an assessment does not guarantee that the doctor will:

• declare you medically fit;

• provide a particular opinion;

• answer a medical question in a particular way;

• recommend that a licence be granted; or

• sign a form where there is insufficient medical evidence.

Our doctors will only provide opinions that they consider clinically appropriate and professionally supportable.

22. Deferring or Declining an Assessment

A doctor may defer or decline to complete an assessment where reasonably necessary, including where:

• required medical information is unavailable;

• medical records are incomplete;

• there are concerns about the accuracy of information provided;

• the required medical form has not been supplied;

• additional investigations are required;

• the matter falls outside the doctor’s professional scope; or

• there is another clinical or professional reason why completion would be inappropriate.

Where possible, you will be advised of the reason and any appropriate next steps.

23. Behaviour Towards Staff and Clinicians

We operate a zero-tolerance policy towards threatening, abusive, discriminatory, intimidating or violent behaviour.

This applies to behaviour towards:

• doctors;

• administrative staff;

• clinic or venue staff;

• contractors; and

• other customers.

We reserve the right to terminate an appointment, refuse service or restrict future bookings where unacceptable behaviour occurs.

Serious incidents may be reported to the police or another appropriate authority.

24. Changes or Cancellations by Compliance Medicals

Occasionally, an appointment may need to be changed or cancelled because of circumstances such as:

• clinician illness;

• venue closure;

• emergency circumstances;

• significant transport disruption;

• technical difficulties; or

• circumstances outside our reasonable control.

Where we cancel your appointment, we will endeavour to offer a suitable alternative.

If we cancel the appointment and cannot provide an appropriate alternative, you will be entitled to a refund of the appointment fee paid.

25. Appointment Locations

Some appointments are provided from premises operated by third-party clinic or venue providers.

We may make reasonable changes to the room, clinician or precise appointment location where necessary.

Where there is a material change, we will make reasonable efforts to notify you using the contact details provided when booking.

26. Processing Times and Delays

We will make reasonable efforts to provide our services and complete documentation promptly.

However, we cannot control or guarantee the processing times of:

• DVLA;

• TfL;

• local councils;

• employers;

• GPs;

• hospitals;

• specialists;

• professional regulators; or

• other third parties.

We are not responsible for delays caused by third parties or by outstanding medical information outside our control.

27. Limitation of Liability

Nothing in these Terms excludes or restricts liability where doing so would be unlawful.

In particular, nothing excludes liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation; or

• any consumer rights or other liability that cannot legally be excluded or restricted.

Subject to the above and to the extent permitted by law, we will not be responsible for losses arising solely from decisions, requirements, delays or actions of independent third parties that are outside our reasonable control.

28. Loss of Earnings and Licensing Delays

Licensing authorities and other organisations determine their own processing times and may request further information before reaching a decision.

Subject to applicable law, we are not responsible for loss arising solely from:

• delays by a licensing authority;

• requests for additional medical information;

• the decision of a licensing authority;

• delays in obtaining GP or hospital records;

• delays in obtaining specialist reports;

• third-party investigations; or

• circumstances outside our reasonable control.

You should not make financial, employment or business commitments on the assumption that a licence, medical clearance or other approval will be issued by a particular date.

29. Complaints

If you are dissatisfied with any aspect of our service, please contact us as soon as reasonably possible.

Please provide:

• your full name;

• appointment or booking details;

• an explanation of your concern; and

• any relevant supporting information.

We will review complaints fairly and endeavour to respond within a reasonable period.

Where appropriate, clinical concerns may be referred to a doctor for review.

30. Data Protection and Medical Confidentiality

We process personal and medical information in accordance with applicable UK data protection legislation and professional confidentiality requirements.

Medical information may be shared with a licensing authority, employer, regulator or other organisation where:

• you have authorised us to do so;

• this forms part of the service you have requested;

• there is another lawful basis for disclosure; or

• disclosure is required by law or professional obligations.

Further information about how we process personal information is set out in our Privacy Policy.

31. Electronic Medical Records

Where electronic medical records are accepted for an assessment, you are responsible for ensuring that they are accessible during your appointment.

The doctor must be able to review the information required for the medical assessment.

Selected screenshots or partial records may not be sufficient where full medical records are required.

If the required information cannot be accessed, the doctor may be unable to complete your medical report.

32. Third-Party Fees

You are responsible for any fees charged by third parties for information, investigations or services required in connection with your medical.

These may include charges made by:

• your GP;

• a hospital;

• a specialist;

• an optician;

• a laboratory;

• a diagnostic provider; or

• another healthcare professional.

These charges are separate from any amount paid to Compliance Medicals.

33. Website Information

We make reasonable efforts to ensure that information published on our website is accurate and current.

However, licensing, occupational health and medical requirements may change and different organisations may operate different policies.

Information on our website is therefore provided as general guidance. Where the requirements of a particular licensing authority, employer or regulator are important to your application, you should confirm them directly with that organisation.

34. Third-Party Websites

Our website may contain links to external websites.

We are not responsible for the content, accuracy, security, availability or policies of third-party websites.

35. Intellectual Property

Unless otherwise stated, the content of the Compliance Medicals website, including its text, branding, graphics and original materials, belongs to Compliance Medical Services Limited or is used with permission.

Content may not be reproduced or used commercially without our permission except where permitted by law.

36. Changes to These Terms

We may amend these Terms and Conditions from time to time to reflect changes in:

• our services;

• business practices;

• legislation;

• regulatory requirements; or

• other relevant circumstances.

The Terms applicable to your booking will normally be those in force at the time your booking is made, unless a change is required by law.

The latest version will be available on our website.

37. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

38. Waiver

If we do not immediately enforce any provision of these Terms, this does not mean that we have waived our right to enforce it later.

39. Third-Party Rights

Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce these Terms.

40. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you may also have rights under the mandatory laws applicable in the part of the United Kingdom in which you live.

Any dispute will be dealt with by the courts having jurisdiction under applicable law.

Compliance Medical Services Limited
Company Registration No. 13415279
Registered in England and Wales

Registered Office:
Eco Innovation Centre
Peterscourt
City Road
Peterborough
PE1 1SA
United Kingdom