Comments, compliments and complaints policy

Comments, compliments and complaints policy

Medichecks.com Ltd is fully committed to providing you with an excellent, accurate and professional level of service. We are keen to hear your feedback, whether that be suggestions for improvement or compliments about the great experiences you have had with us.

We recognise that sometimes things may go wrong, and when this happens, we strongly encourage you to let us know; where you feel we may have made a mistake or done something which you have found unsatisfactory or unacceptable.

Our primary reason for this is so that we can try and put things right for you. Following this, we will also look at how we can improve our products and services in the future.

Third-party supplier complaints and feedback

Medichecks works with a number of third-party suppliers, in order to provide a comprehensive service for you. These include our network of partner clinics and home phlebotomy services. In the instance that your complaint relates to the service received from our third-party suppliers, we ask that you raise this with us directly. We will then contact the supplier where necessary, in order to resolve this in the best way possible for you. 

Step 1: Contacting us

The first step is to contact our Customer Care Team. This can be done either in writing, over the telephone, or through live chat;

• You can contact us here
• Our telephone number is 03450 600 600
• You can find our live chat on any of our website pages, in the bottom right-hand corner, and we are available on chat during office opening hours. If we are not available a form will appear, please complete this and we will get back to you within 2 working days.

We will always try and resolve your complaint at the first point of contact where we can, and our Customer Care team can support you with this.  We will advise you of the time expected to resolve your complaint, and we will aim to respond to you within 5 working days or sooner where we can.

We also love to hear your comments and suggestions, and the team will make sure these are passed on to the appropriate teams. And of course, we love nothing more than to hear from you when you’ve really enjoyed our service!

Step 2: Escalation to the Senior Customer Care Team 

If our Customer Care Team are unable to resolve your complaint with you, this will be escalated to our Customer Care Seniors. They will aim to respond to you within 7 working days or sooner where possible.

Step 3: Escalation to the Senior Customer Care Manager

If a satisfactory resolution cannot be reached your complaint may need to be escalated to our Customer Care Manager who will investigate your concerns and aim to respond to you in writing within 30 working days or sooner where possible.   

The customer care manager will liaise with senior leaders from the business relevant to the nature of your complaint to fully investigate and address your concerns.

Where we need to investigate further to resolve your concerns, we will advise you of a reasonable timescale in which we intend to complete this investigation and update you. 

This will be our final response to your complaint.

Step 4: Taking your complaint outside of the organisation

We will do everything we can to resolve your complaint to your satisfaction without having to reach this stage. However, if you are not satisfied with our final response, you can always seek advice from outside of the organisation. It may be possible to seek help from an advice agency or other organisation.