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:
- Your name and preferred contact details
- Any relevant order number or reference
- A clear description of your concern
- Copies of 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 not satisfied with our response, you may request that your complaint is reviewed by a senior member of our team who has not previously been involved in the investigation. Please reply to our response email or contact us again, quoting your complaint reference number and explaining why you remain dissatisfied.Following the review, we will provide you with a final response setting out our findings and any further actions we will take. If we are unable to resolve your concerns, we will advise you of any other options available to you, where applicable.
If You Are Not Happy With The Response
We aim to resolve concerns as openly and fairly as possible. If you are not satisfied with the outcome:
- You have the right to escalate your complaint to the Parliamentary and Health Service Ombudsman
We will provide you with information on how to do this if required.
Learning from Complaints
We view complaints as an important source of feedback and an opportunity to improve our services. All complaints are recorded, monitored and reviewed to identify trends, recurring issues and areas where we can improve the customer experience.
The lessons we learn from complaints help us to:
- Review and improve our processes and procedures
- Improve staff training and guidance
- Enhance our products and services
- Reduce the likelihood of similar issues occurring in the future
We are committed to using feedback constructively and continuously improving the quality of the services we provide.
Positive Feedback and Compliments
We also welcome compliments and positive feedback. These are shared with staff and partners to recognise good practice and improve morale across the service.
Accessibility and Support
We are committed to making it easy for everyone to raise feedback or concerns. Support and alternative formats are available for people with additional needs, including language or accessibility requirements.