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 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 product and services for the future.
Third-party supplier complaints and feedback
Medichecks work 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 service. 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. The process for escalating a complaint about our third-party suppliers is the same as complaints about our products and services.
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;
• Our telephone number is 03450 600 600
• Our email address is email@example.com
• 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
We will always try and resolve your complaint at the first point of contact where we can, and all of our Customer Care team are able to support you with this. We will aim to respond to you within working 5 days or sooner where we can.
We also love to hear your comments and suggestions, and the team will make sure these are passed onto the appropriate teams. And of course, we love nothing more than to hear from you when you’ve really enjoyed our service!
Step 2: Escalating your complaint
If our Customer Care Team are not able to resolve your complaint with you, this will be escalated to our Customer Care Team Manager, who will investigate your concerns and aim to respond to you within 30 working days or sooner where possible.
Step 3: Our Final response
If a satisfactory resolution cannot be reached, your complaint may need to be escalated to our Senior Leadership team and addressed in writing;
Our Head of Customer Service will respond to service complaints
Our Head of Operations will respond to operational complaints
Our Medical Director will respond to clinical complaints
Where we need to investigate further in order to resolve this, we will advise you of a reasonable timescale in which we intend to complete this investigation and update you.
Please allow 30 days for us to fully investigate your complaint, and where this may take longer we will make sure we keep you updated on this.
This will be our final response to your complaint.
Step 3: 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.