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Home / Complaints Procedure

Complaints Procedure

We believe in placing our customers at the very heart of everything that we do which is why if you are not completely satisfied with any aspect of our service we welcome your feedback as this helps us to take a closer look at how we can improve our service delivery and overall customer satisfaction.

Please call our Customer Services Team and we'll do our best to fix any problems you may be having with our service, as soon as possible.

How to complain

You can make a complaint by email at [email protected]

or in writing by letter addressed to the Head of Customer Services at our head office address:

Hexpress Healthcare Limited – Head of Customer Services
106 Lower Addiscombe Road
Croydon CR0 6AD
United Kingdom

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much information and detail as possible, including any correspondence and stating that you are making a complaint in line with our procedure.

The stages of the complaints procedure

Stage 1

This is the first opportunity for the department to resolve a customer's dissatisfaction and the majority of complaints are dealt with verbally over the phone and will be resolved at this stage. If however the complaint cannot be resolved at this initial stage then the complaint will be escalated to the Head of Customer Services. In the first instance, the Head of Customer Services will try to get your complaint resolved or refer the complaint onto the General Manager depending on the nature of the complaint.

Stage 2

If you remain dissatisfied with this response you may request a review by the Director of the relevant department. Your request should be sent to the Head of Customer Services at our head office address who will forward your request to the Director of the relevant department for review.

Timescales for handling a complaint

Stage 1 - maximum 5 working days

  • Aim to acknowledge within 1 - 2 working days.
  • Full response within 5 working days.

Stage 2 - maximum 10 working days

  • Aim to acknowledge within 5 - 10 working days.
  • Full response within 10 working days.

Extending time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex or involves input from third parties, it may occasionally be necessary to extend the time limit. If this is the case, we will keep the customer fully informed of the progress with the investigation, the reasons for the delay, and the new deadline.

Following any stage of the procedure, a customer has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

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