At Medichecks, we’re committed to providing a service that’s accurate, professional and genuinely helpful. We love hearing from our customers - whether you’ve got ideas for how we can do things better, or want to share something great about your experience with us.
We know that sometimes things don’t go to plan. If something hasn’t met your expectations, or if you think we’ve got something wrong, please let us know. We’ll always do our best to put things right, and we use your feedback to improve what we do in the future.
Complaints and feedback about third-party suppliers
To offer a complete service, we work with a number of trusted third-party partners includes our network of clinics and home phlebotomy providers. If your complaint relates to a service you received through one of our partners, please still come to us directly. We’ll work with them where needed to help resolve the issue for you.
Stage 1: Getting in touch
The first step is to contact our Customer Care Team. You can reach us in a few ways:
Email: customer.care@medichecks.com
Phone: 03450 600 600
Live chat: You’ll find this at the bottom right corner of every page on our website. If we’re offline, a short form will appear-just fill this in and we’ll get back to you within 2 working days.
We’ll always try to resolve your complaint there and then, but if we need a little more time, we’ll let you know. We aim to respond within 5 working days, and sooner where we can.
We also love hearing your ideas and suggestions. If you’ve had a great experience, we’d really love to hear about that too!
Stage 2: Escalating to a Senior Customer Care Specialist
If we’re not able to sort things out at the first stage, your complaint will be passed to one of our Senior Customer Care Specialists. They’ll take another look and aim to get back to you within 7 working days, or sooner if possible.
Stage 3: Escalating to the Customer Care Team Manager
If you’re still not happy with the outcome, your complaint can be escalated to our Customer Care Team Manager. They’ll investigate further and will aim to respond in writing within 30 working days, or sooner where possible.
The Customer Care Manager may speak with other senior leaders in the business, depending on the nature of your complaint, to make sure we’ve covered everything.
If we need longer to investigate, we’ll let you know and keep you updated along the way. This will be our final response.
Stage 4: Taking your complaint further
We’ll do everything we can to resolve your complaint internally. But if you’re still not satisfied with our final response, you’re welcome to seek independent advice or support from an external organisation.
Comments
0 comments
Article is closed for comments.