We are currently experiencing some technical issues with our inbound and outbound telephone lines which means that some patients may not be able to get through to our teams.  We are investigating this issue as a priority with our telephony provider.  During this time, we would ask that if patients need to contact us with an urgent enquiry, they use our contact form until we have resolved this issue.https://www.sciensus.com/help/help-and-support/#patient-contact

How to raise a complaint

If you wish to provide any formal feedback or raise a formal complaint, you can contact the Patient Advocacy Team by using the following channels:


Letter: FAO Sciensus Patient Advocacy Team, 107 Station Street, Burton on Trent, Staffordshire DE14 1SZ

Email: patientadvocacy@sciensus.com


Please provide us with your name, account information and details of the complaint.


What happens next?

Within 2 working days of your complaint being raised, we will send you an acknowledgement letter that lets you know your complaint has been escalated and is being investigated. Our dedicated team will review your complaint, complete a thorough investigation and issue you with a full response via letter within 20 working days.


What if I am not satisfied with my response?

In the event that you are not satisfied with the complaint response from us, we would ask that in the first instance you contact the Patient Advocacy Team. However, should you require further assistance, the following bodies may assist:


For complaints in England and Wales contact:

Health Service Ombudsman

email: www.ombudsman.org.uk/making-complaint

Phone: 0345 015 4033


For complaints in Scotland contact:

Care Inspectorate, Compass House, 11 Riverside Drive, Dundee DD1 4NY

Phone: 01382 207100 or 0345 600 9527

email: enquires@careinspectorate.com


For complaints in Northern Ireland contact:

The Regulation & Quality Improvement Authority, 9th Floor Riverside Tower, 5 Lanyon Place

Belfast BT1 3BT

Phone: 02890 517 500

email: info@rqia.org.uk