Complaints policy

COMPLAINTS POLICY

We will help you resolve any concerns quickly and will progress any issues on the following basis:

• We treat as a complaint any expression of dissatisfaction with our service or products even if it has not been positioned as a formal complaint
• We will listen to your concerns, treat them seriously, and learn from them so that we can continuously improve our service.
• A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

• the standard of service we provide
• the behaviour of our staff
• any action or lack of action by staff affecting an individual or group
• the use of the website and booking process

Our complaints policy does not cover:

• matters that have already been fully investigated through this procedure
• anonymous complaints

Procedure

Our standards for handling complaints

• Complaints, although rare, are treated seriously and promptly, whether they are made by letter, phone, or email
• You will be treated with courtesy and fairness and would ask that you approach our staff with the same respect
• We will deal with your complaint promptly with an acknowledgement being sent by email within 3 working days
• We aim to complete our investigations in a timely manner. Once the issue has been investigated and resolved, we will send a full reply detailing the outcomes
• We maintain a report of all complaints received, communication and resolution to demonstrate compliance, and to ensure we improve our processes and procedures where possible to avoid future similar issues

How we use your data

We need to collect some data from you, for example when you order products/services, use our website, attend/complete tests or contact us. We will not use any data for marketing purposes without your consent and if we need to share your data with any third-party partners, we will inform you. Please see our Privacy Notice for more information on how we use your data.

Contact us

You can make a complaint by email to support@remedihealth.co or by post to REMEDI HEALTH, 21a Southgate Street, Winchester SO23 9EB. Telephone number: 01962 798580. If having contacted REMEDI HEALTH with a complaint and you remain dissatisfied, you can ask to have your complaint reviewed by our Managing Director, Deborah Evans (deborah@remedihealth.co)

Updated 22 July 2022