We are committed to providing safe, effective, and high quality
services to all our users. We recognise that there may be occasions where our
service does not meet expectations, and we welcome feedback and complaints as
an opportunity to put things right and improve how we deliver our services.
Initial Support and Enquiries
We aim to resolve concerns as quickly and informally as
possible. Many questions or issues can be addressed by visiting our Help and
Support page, which provides guidance and answers to common queries.
If you require further assistance or have a general
enquiry, please contact our support team at:
Using this contact for general enquiries helps us ensure
that formal complaints are identified and handled appropriately and without
delay.
Making a Formal Complaint
If you are dissatisfied with any aspect of our service and
wish to make a formal complaint, you can contact us using one of the
following methods:
- Email:[email protected]
- Phone:0333 344 4462
- Post:
Complaints Team
Meadowhall Business Park
Carbrookhall Road
Sheffield, S9 2EQ
To help us investigate your complaint fairly and thoroughly,
please provide:
- Yourname and preferred contact details
- Anyrelevant order number or reference
- Aclear description of your concern
- Copiesof any relevant correspondence, documents, or screenshots
Complaints can be raised by you directly or by someone
acting on your behalf, with your consent.
How We Handle Complaints
We manage complaints in line with recognised standards for
regulated healthcare services and aim to be fair, open, and transparent
throughout the process.
- Acknowledgement
We will acknowledge receipt of your complaint within 2 working days. - Investigation
Your complaint will be reviewed by an appropriate member of our team whohas not been directly involved in the issue where possible. We may contactyou for clarification or additional information. - Response
We aim to provide a written response within 28 days. If theinvestigation is complex and requires more time, we will inform you of thereasons for the delay and provide an update.
Outcomes and Resolution
Where a complaint is upheld, we will take appropriate and
proportionate action, which may include:
- Providinga clear explanation or apology
- Correctingerrors or providing remedial action
- Offeringa replacement or refund where appropriate
- Identifyinglearning points and implementing improvements to prevent recurrence
Escalating a Complaint
If you are dissatisfied with the outcome, you may request a
review by a senior member of our team. Please contact us quoting your complaint
reference number, and we will explain the next steps available to you.
Learning from Complaints
All complaints are recorded, reviewed, and used to help
improve the safety, quality, and effectiveness of our services. We treat
complainants with respect and will not allow a complaint to adversely affect
any ongoing or future care or service you receive.