Making a Complaint

Healthcode is committed to providing the highest standard of service.  However, we recognise that sometimes things can go wrong.  This policy sets out our procedure for complaints we receive and by following this procedure we can make sure your concerns are dealt with as quickly and effectively as possible.

Our Procedure

You can contact us in several ways:

By phone: 0330 900 4900

In writing: Customer Services, Healthcode, Ground Floor (South), One Causeway Park, Lovett Road, Staines-upon-Thames, TW18 3FD

By email: custserv@healthcode.co.uk
Please be aware that information you send to this email address may not be secure.  If the information is sensitive and you have access to Secure Messaging, you can submit your complaint to Healthcode Helpdesk Group mailbox.

How will we deal with your complaint and how long is this likely to take?

The length of time it takes us to deal with your complaint may vary, depending on how complex it is, but we will always try to resolve things within eight weeks of receipt and would really appreciate your patience.

If we can resolve your complaint within three working days after the day you made your complaint, we will write to you to confirm this.  Where we are unable to resolve your complaint within this time, we will promptly write to you to acknowledge receipt.  We will then continue to investigate your complaint and aim to send you our final written decision within four weeks following receipt, we will write to you to confirm that we are still investigating it.

Within eight weeks of receiving your complaint we will either send you a final written decision explaining the results of our investigation or we will advise that we have been unable to reach a decision at this time.

Your complaint will be dealt with confidentially and will not affect how we treat you in the future.