Existing customer speaking to Initial Medical customer service team

Existing Customers

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Leading industry knowledge of UK waste legislation and guidance

Initial Medical Existing Customers

We understand how crucial our services can be to our current customers inside and outside of the healthcare industry. Getting it right the first time can make the difference in creating a successful and safe environment for your staff, customers and patients. 

We supply specialist products, serviced by a collections team who ensure through their knowledge and experience that you receive the correct advice and guidance on the products and processes used in your practice.

We have a range of support services to make your life easier, from our myInitial customer portal to eBilling, as well as helping expand your waste knowledge with our online learning platform.

Are you looking to make a complaint? Click here and we’ll take you to the information you need.


Did you know that we have an online customer portal for our customers? myInitial offers instant, secure access 24/7 to details about your contract, upcoming and previous services, important waste documents such as hazardous waste consignment notes and links to other timesaving resources.

I need help!

We all need help from time to time, no matter the complexity of the issue. Our customer care team are in place solely for the purpose of assisting you with as many service queries as you require help and guidance with.

Our customer care team are available from 9am-5pm Monday-Friday on 0808 302 6597. You can also chat with the team directly, using our Live Chat service. Click here 9am-5pm to instantly connect with a member of our prompt and helpful Live Chat team.

Unable to call or chat during these times? Our Initial Chatbot is available 24/7 and has a wealth of knowledge in-built to solve many of the common queries we receive. You can also use the Initial Chatbot to request contact back from our customer care team at a suitable time for you. Click on the person icon on the right-hand side of your screen to start using this service.

Online Learning

As a producer of any controlled waste in the UK, it is your legal responsibility under your Duty of Care to ensure the correct and proper management of the waste you generate.

Our online learning platform, myLearning, helps to ensure you and your employees are fully aware of their responsibilities and that any changes to waste disposal procedures are followed in line with the legislation. Accessible 24/7, myLearning provides a host of concise and easy-to-follow CPD modules that allow you to study at your own pace and at a time that suits you. The platform covers a broad range of healthcare waste subjects that are continuously updated to reflect the latest changes in UK legislation and regulation.

You can also keep updated with the latest industry issues in a constantly changing healthcare world with our free online webinar series, led by our medical waste experts on the topics that are important to you.


The last thing you need to worry about is to keep track of billing letters being sent out by post to one of perhaps many premises. Hold all of your billing information in one easy to access place with Initial Medical’s eBilling platform.

eBilling allows you round-the-clock access to your invoices for multiple users within your finance team - no more searching through files or reems of paper! It's free, secure, easy to use and is a great way to reduce the paper waste in your business.

Have you misplaced how to access your eBilling account? Not to worry, you can access eBilling via the Resources tab in myInitial anytime!


We are sorry to hear that you need to raise a complaint about an aspect of our service. Mistakes and misunderstandings can happen from time to time and we realise just how important it is that we get our service right for you every time.

We keep very high customer service standards and the satisfaction of our existing customers is our top priority. We will immediately investigate the issues you raise.

Customer complaints procedure

  • 1 - Any complaint you raise will be logged immediately by our Customer Care team. Once this has taken place, you will be informed that the complaint has been received and the process of response has begun.

  • 2 - Our Operations Management team will then begin an investigation into the complaint and share the details with the appropriate department(s) with which the complaint refers to.

  • 3 - The investigation will include a full review of the complaint, uncovering both actions to resolve the situation and preventative actions or improvements to processes that be taken in the future in order to avoid a repeat issue.

  • 4 - Once the investigation is complete, a member of our management team will be in touch with you to inform you of the outcomes of the investigation and the resolutions we will be putting in place.

  • 5 - Each month, the customer complaints are reviewed collectively by the Managing Director and Operations Director to ensure our high customer service standards have been met when dealing with complaints and to monitor any ongoing or reoccuring issues that cannot be resolved quickly.