How do I raise a complaint?

If you have a concern you can contact us by telephone and we will aim to resolve your issue during the call.

Telephone: 0333 103 9499
Monday – Friday: 8am – 6pm
Saturday: 8am – 1pm

If you are not satisfied with how we have handled your concern, you can ask to speak to a patient services team manager. If for any reason the manager is unavailable, the patient services member will arrange for them to call you back.

If you would like to make a formal complaint, you can contact our resolution and insight team via email or letter:

Email: patientadvocacy@sciensus.com
Address: Sciensus
Resolution & insight team
107 Station Street
Burton on Trent
Staffordshire
DE14 1SZ

Within 2 working days of your complaint being raised, you will receive a telephone call from one of our dedicated investigation officers, who will ensure that we have captured all of your concerns accurately. If we are unable to successfully contact you via phone, we will send you a written acknowledgement to let you know you complaint is being investigated.

For for information on our complaints process, please refer to our complaints process leaflet.