How we handle your complaint
- You submit a complaint online, by phone, by email or at a branch. You get a reference number straight away.
- A member of our Customer Care team contacts you within 1-2 working days, by the method you chose.
- We look into what happened, working with the branch or team involved where needed.
- We aim to resolve your complaint within 2-3 working days and explain the outcome to you.
- If you’re not satisfied with the outcome, you can ask for it to be escalated — just quote your reference number.
What we need from you
Your name and a way to reach you, the branch and date of your visit, and a short description of what happened. A receipt or lab reference number helps us find your visit faster, but isn’t required.
Please don’t include test results or medical details in your complaint — we’ll ask for anything we need separately.
Your privacy
We use your information only to handle your complaint and keep it for 5 years. Read our Privacy Notice.