Policy document

Complaints Policy

This policy explains how customers can raise complaints about our services and how we will deal with complaints.

Last updated: 5 May 2026

Review date

5 May 2026

Next review date

5 May 2027

Lead reviewer (for last and next reviews)

Dr NATASHA STEMBRIDGE

Lead reviewer signature (electronic)

Dr Natasha Stembridge

This Policy

This policy explains how:

You, the customer, can raise a complaint about our services; and
How we will deal with complaints.

Our approach

We will always aim to ensure high-quality service and to provide a high standard of customer care. We recognise however that you may sometimes wish to raise an issue or make a complaint.

How to make a complaint

If you would like to make a complaint, you can do so via letter to Clinical Teledermatology Ltd, Compass House, Vision Park, Histon CB24 9AD, or by email to [email protected].

Please include the following information in your complaint:

Your full name
Your contact details (telephone, email and address)
The fact that you are making a complaint
Any relevant dates which are relevant to your complaint
The type of services we have provided to you
Any reference number we have provided to you
A key summary of your complaint and why the services were not satisfactory

What to expect

Complaints will be processed during our business hours which are Monday to Friday, 9.30am to 5.30pm. Complaints will be dealt with by a member of our Clinical Team or business team.

We will acknowledge your complaint within 5 business days of our receipt of it.

We will then conduct an investigation into your complaint. We may need to contact you in order to obtain further details during this investigation.

A response to your complaint will ordinarily be provided to you by email.

Once we have acknowledged your complaint, we will provide ordinarily a full response within 30 business days. Sometimes, the investigation may take longer. If that is the case, we will contact you to inform you and update you on a timeframe within which you should expect to receive a response.

We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

A full refund
A partial refund
The repeat provision of the services

Resolution

We will offer the solution which we judge is most appropriate in the circumstances.

If we do not agree with your grounds of complaint, we will explain in full why this is the case. If you are unhappy with our decision, you may wish to progress matters externally (see below).

Other options

We hope that we will be able to resolve your complaint. However, if you are unhappy with the outcome of your complaint, you may wish to seek alternative options.

Our medical services are regulated by the Care Quality Commission. Details about our regulatory body can be found on https://www.cqc.org.uk/. You have the option of contacting the CQC with a complaint about our required standards if this is appropriate.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.

Specific changes to be made to policy

N/a