Complaints
In plain English: if something has gone wrong, tell us. We will acknowledge your complaint, look into it properly, and tell you what we found and what we will do.
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What you can complain about
- Our service, including our products and how we have dealt with you.
- How we handle personal data, under our data protection complaints procedure below.
- Accessibility, if you could not use our website or needed information in another format.
- Clinical safety, which we route to our Clinical Safety Officer.
How to complain
Email Assist@gateway-global.co.uk, and put "Complaint" in the subject line.
What to include
- your name and how to contact you;
- what happened, and when;
- what you would like us to do.
Please do not send us any patient information.
What happens next
We acknowledge your complaint, look into it, and reply with what we found and what we will do about it.
If you are not satisfied
For complaints about how we handle personal data, you also have the right to complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint.