Making a complaint
We follow a thorough internal complaints procedure to ensure every complaint is handled effectively: Acknowledge, Investigate, Action, Respond, Report, and Learn.
Complaint Process
You will receive confirmation from the recipient of your complaint within 2 working days, confirming that we have received it.
Following initial acknowledgement, the investigating lead will send you a more detailed confirmation. This will include the name of the lead investigator, your complaint reference number, a summary of the complaint points, and the expected date for a response.
Please note that investigations vary in length depending on the complexity and specifics of the complaint. We promise to keep you updated regularly throughout the process with a written explanation of why the response is taking longer if it passes over 20 days of investigation.
We then investigate the events surrounding each complaint to get a full understanding of what has occurred.
After your investigation is completed, we’ll send you a written response confirming the actions we’ve taken to resolve your complaint. We may also ask for further information where necessary. As part of our investigation we follow up internally with the people involved to make sure we learn and improve our processes to avoid the situation happening again.
If you are dissatisfied with the response to a complaint, please let us know and we can attempt to try again to resolve the concerns raised.
If you remain dissatisfied with how the complaint was dealt, you can contact the Independent Healthcare Advisory Service (IHAS). They can be reached by telephone on 020 3713 1740 or by email at info@aiho.org.uk.
Complaints must be made within 12 months after the date on which the matter which is subject to the complaint occurred. If there are good reasons for not having made the complaint within the above timeframe and, if it is still possible to investigate the complaint effectively and fairly, BioID Health may decide to still consider the complaint.
To make a complaint, please email info@bioidhealth.com with as much detail on the matter as you are able to provide. Please make sure to explicitly mention that this is a formal complaint.
