THE MEDICAL & DIAGNOSTIC CARE GROUP LIMITED

30 days

Payment Dispute Resolution Process

MDCG operates a clear and transparent process for resolving payment-related disputes, including disputed invoices, credit notes, rates, volumes, or service charges.

1. Raising a Payment Query (Day 0–2)

A payment concern can be raised by the Authority via:

Finance Team – Accounts Receivable

Email: finance@mdcaregroup.co.uk
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Contract Manager

All payment queries are acknowledged within 2 working days.

The acknowledgement will confirm:

The finance lead handling the query

What information is required

The expected timeline for review

2. Initial Review & Clarification (Day 2–7)

Our Finance Team conducts an internal review by:

Comparing the invoice to the contract, activity logs, and agreed tariffs

Checking workforce timesheets and service delivery evidence

Confirming any pre-agreed variations or amendments

Most queries are resolved quickly at this stage through clarification or issuing an updated invoice or credit note, where appropriate.

A response is normally provided within 5–7 working days.

3. Formal Dispute Review (Day 7–20)

If the Authority disputes the invoice after clarification, the matter progresses to a Formal Payment Review, led by:

Paige Boshell, Finance & Operations Director

Supported by the Contract Manager

The review will determine:

Whether the amount charged complies with the contract

Whether activity data and evidence supports the charge

Any discrepancy in rate, volume, coding, or contract interpretation

A formal written outcome is issued within 10 working days of beginning the review.

If the amount is found to be incorrect, MDCG will promptly issue a corrected invoice/credit note.

4. Joint Resolution Meeting (If Required)

If the Authority does not agree with the Formal Review outcome, a Joint Resolution Meeting is held with both parties’ contract/finance leads.

The objective is to:

Reach a common understanding of activity delivered

Align evidence and financial data

Agree any adjustments

Confirm payment timelines

Minutes and outcomes are shared within 5 working days.

5. Escalation Procedure

Where a payment dispute cannot be resolved through the above steps, escalation follows the contract’s dispute resolution clause. This may include:

Referral to Senior Responsible Officers for both parties

Formal mediation in line with the Public Contracts Regulations and the contract terms

Independent adjudication or legal review as a final step

Escalation is rare and used only when collaborative resolution has been exhausted.

6. Payment Timeframes During a Dispute

Undisputed portions of any invoice remain payable within the contracted payment terms.

Only the disputed amount is withheld until resolution.

Once agreed, settlement is made within 5 working days or as specified in the contract.

7. Continuous Improvement

We record all payment queries and outcomes to identify themes, improve billing accuracy and strengthen our joint working with the Authority.