If you have had a problem whilst using any aspect of our service or website and would like to formally raise a complaint with us you will need to do so in writing. We can accept this by letter, fax or indeed an e-mail, which should include as much information as you are able to provide about your complaint. Your complaint should at least contain the following;
- The nature of your complaint
- Who you have raised your complaint with previously
- What has or has not been done to resolve it
- Why you are not entirely satisfied with the outcome of the initial findings
- How exactly you would wish to see the matter resolved
When you submit your complaint please ensure that you have provided all of your relevant contact and personal information, including your name, telephone number(s) and indeed any information relating directly to your complaints (such as the reference number you were assigned whilst using our service). It is important that these details are provided as we may need to contact you to request further information and assistance during the course of investigating your complaint.
Please note that if you decide to contact us by way of email then please ensure that you state whether a response on our part by e-mail preferable. If not, please include a full postal address where we will be able to contact you.
To make your complaint by post please use the address below:
Hexpress Ltd
Office 404, 4th Floor
Albany House
324/326 Regent Street
London
W1B 3HH
You can e-mail your complaint to: complaints@healthexpress.co.uk
Our complaints team will always aim to respond to your complaints within 10 working days of our receipt of the information you provide. The majority of these complaints will usually be resolved within this length of time, however it is important to note that should we need to conduct a full investigation then this will take slightly longer for us to respond to and resolve your complaint, pending the results of such an investigation.
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