Compliments & Complaints

Compliments

If you would like to provide a compliment or share positive feedback about your experience with PureLab UK, please contact our Customer Services team.

Telephone: +44 20 7299 4490
Email: customercare@purelab-uk.com

Complaints Procedure

PureLab is committed to providing the highest standard of service to our customers and patients. We value feedback and recognise that complaints are an important way for us to learn and continually improve our service. This procedure explains how you can raise a complaint, how it will be handled, and what you can expect from us throughout the process.

PureLab is committed to the six core principles of complaint handling:

• Getting it right
• Being customer focussed
• Being open and accountable
• Acting fairly and proportionately
• Putting things right
• Seeking continuous improvement

The complaint process is overseen by our Head of Service Delivery – Customer & Patient Experience, who is responsible for ensuring all complaints are handled correctly and within the given timescales.

How to Make a Complaint

Each complaint is handled through our Customer Services Team, so it can be logged and directed to the relevant investigating manager. This will also ensure that all aspects of the complaint are reviewed and responded to in full and so we can learn and continually improve and reduce the risk of follow up complaints being received.

You can submit a complaint Customer Services Team in any of the following ways:

• Email: customercare@purelab-uk.com
• Phone: +44 20 7299 4490
• In Writing: PURELAB, 24-32 Stephenson Way, London, NW1 2HD

Please provide as much detail as possible, including your contact information, the nature of your complaint, relevant dates, and any supporting documentation.

Acknowledgement and Recording

• All complaints are acknowledged within two working days of receipt.
• Each complaint is logged in our secure complaints management system, assigned a unique reference number, and handled confidentially.
• We record the date received, the complainant’s details, a summary of the issue, and any supporting evidence.

Investigation Process

1. Initial Assessment: The complaint is reviewed to determine its nature and urgency. If the issue can be resolved immediately, we will do so and inform you of the outcome.
2. Assignment: More complex complaints are assigned to an appropriate manager or investigator who is independent of the events in question.
3. Investigation: The investigator gathers all relevant information, which may include interviewing staff, reviewing records, and collecting further evidence. All steps are documented chronologically.
4. Communication: We may contact you for additional information or clarification during the investigation.
5. Resolution: Once the investigation is complete, we will provide a written response outlining our findings, any actions taken, and the resolution offered. Resolution of complaint investigation and resolution of complaints shall not result in any discriminatory actions. The resolution of complaints shall be made by, or reviewed and approved by, persons not involved in the subject of the complaint in question. Where resources do not permit this, any alternative approach shall not compromise impartiality.
6. Final Review and Action: Following the conclusion of the investigation, we conduct a thorough review of the findings to identify any underlying causes and areas for improvement. Where appropriate, we implement corrective or preventative measures to address the issue and help prevent similar occurrences in the future.

Timelines

• Formal complaints: We aim to resolve all formal complaints within 28 days. If more time is needed, we will keep you informed of progress and expected completion dates.

Confidentiality and Data Protection

All complaints are handled in strict confidence. Information is only shared with those directly involved in investigating and resolving the complaint, in accordance with data protection laws.

Escalation

If you are not satisfied with the outcome, you may request a review by a senior manager or escalate the complaint to an external body, such as the relevant regulatory authority. Details of escalation routes will be provided in our response.

Learning and Improvement

Our commitment to continuous learning ensures that feedback from complaints is used constructively to enhance our practices and service standards. We regularly review complaints to identify trends and areas for improvement. Lessons learned are shared with relevant teams to enhance our services.

Complaint Procedure Flowchart

1. Initial Review and AssessmentComplaint acknowledged within 2 working days and reviewed to determine nature and urgency. Immediate resolution attempted if possible
2. AssignmentFollowing review and assessment, complaint will be assigned to the appropriate person to investigate.
3. InvestigationAll relevant information gathered, individuals spoken to and all elements of the complaint documented and responded to.
4. CommunicationComplainants will be kept informed throughout and may be contacted for further information or clarification.
5. ResolutionWritten response formulated for complainant outlining findings, actions taken and final resolution/outcome.
6. Final Review and OutcomeFindings reviewed for underlying causes and for corrective or preventative measures to be implemented where necessary.

Contact Us

For any questions about this procedure or to submit a complaint, please contact us using one of the methods above.