Customer Cases Policy

Sometimes things go wrong. This policy is all about putting things right, getting our customers an outcome they think is fair, and proving that your opinion matters:

Step 1 – Raise/Acknowledge

We aim to resolve your complaint as soon as possible. To ensure we have a full understanding of the issue, we kindly ask that the complaint be sent in writing to Please include your practice address and complaint reason. We aim to acknowledge your complaint within 24 hours.

Step 2 – Investigate

Once the complaint has been received, we will endeavour to investigate this immediately and inform you of the next steps.

Step 3 – Updates

As your case may need investigating further with suppliers/ various departments within the business, we will keep you updated along the way to ensure you are kept in the know. 

Step 4 – Solutions/Explanations

Once we have fully investigated your case, we will provide a full resolution and/or explanation of the points made. Where needed a member of our operations team will attend the site to investigate.

Step 5 – Case Closure

After we have come to a resolution, we will close the case on our files.

Step 6 – Follow Up

We will confirm in writing the actions taken to bring this case to a satisfactory conclusion.

Step 7 – Appeals Process

If you do not agree with our resolution and the actions taken, you can lodge an appeal within 4 weeks of case closure via email.