Complaints Procedure

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: 
Email: [email protected] 

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 who has not been directly involved in the issue where possible. We may contact you for clarification or additional information. 
• Response 
  We aim to provide a written response within 28 days. If the investigation is complex and requires more time, we will inform you of the reasons 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: 

• Providing a clear explanation or apology 
• Correcting errors or providing remedial action 
• Offering a replacement or refund where appropriate 
• Identifying learning 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.