Complaints Policy

Introduction

Objective and purpose of the Complaints Handling Policy (the Policy)

Intus Healthcare sets itself the highest standards for customer care and satisfaction. We are relied upon to provide high-quality healthcare products, accurate and honest advice, and prompt and reliable services.

Integral to providing these is a complaint handling process that ensures any issues are responded to promptly and professionally, with the priority being finding an appropriate resolution that resolves the complaint to the customer’s satisfaction.

The Policy provides guidance on how Intus receives and handles complaints to achieve that goal.

Background

Intus Healthcare’s Policy is aligned with the relevant legal requirements and current best practice. This Policy meets and exceeds the requirements of ISO 10002-2014 – Customer Satisfaction – Guidelines for complaints handling in organisations.

What is a complaint?

The Policy is intended to address complaints made to Intus. In accordance with ISO 10002-2014, a complaint under this Policy is defined as follows:

“An expression of dissatisfaction made to an organisation, related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected”.

For simplicity, we consider a complaint to be an issue caused by us having done something wrong and we need to resolve it. When told we could have done something better we consider that to be feedback rather than a complaint, as it does not necessarily require a response or resolution.

Although the Policy does not apply to feedback, we will still use it as a method to review and identify opportunities to improve our services.

Any person or organisation who is dissatisfied with a product or service provided by Intus, for any reason, may contact us to complain.

Guiding principles effective complaints handling

Visibility: Our Complaints Handling Policy is available to our customers and referenced in our terms and conditions.

Accessibility: Our Complaints Handling Policy is readily accessible to all partners, clients, and suppliers. The Policy is easy to understand and includes details on making and resolving complaints.

Responsiveness: Receipt of each complaint is acknowledged to the complainant promptly. Complaints will be handled in an efficient and effective manner. Complainants will be treated courteously and kept informed of the progress of their complaint throughout the complaint-handling process.

Objectivity: Each complaint is addressed in an equitable, objective, and unbiased manner through the complaints-handling process.

Charges: There will be no charge to the complainant for making a complaint.

Confidentiality: Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to its disclosure.

Customer focused: Intus is committed to efficient and fair resolution of complaints. We welcome feedback from our customers and acknowledge their right to complain. The priority when resolving any complaint is that the outcome is satisfactory for the complainant, not the company.

Accountability: Intus accepts responsibility for effective complaints handling. The Complaints Officer will ensure that, where appropriate, issues raised in the complaints handling processes are reflected in our performance evaluation.

Continual Improvement: Our complaints handling process will be reviewed periodically, and at least annually, to aim to enhance its efficient delivery of effective outcomes.

Handling a complaint

How a complaint may be made

Prior to making a formal complaint, we would first recommend contacting our Customer Care Team, who can resolve most issues promptly and professionally. However, if you remain dissatisfied with our performance you can raise a formal complaint. These must be made in writing so that the details of the complaint are clear, complete and documented.

In most cases, the easiest way to raise a complaint is to email our Customer Care Team at [email protected]

Alternatively, you can write to them at this address:

Intus Healthcare
17 Boundary Business Centre
Boundary Way
Woking GU21 5DH
United Kingdom

While formal complaints must be made in writing, any issues can initially be discussed with our Customer Care Team on 0800 024 8050 if preferred.

What information is required when making a complaint?

When making a complaint, please provide the following information:

Your name and contact details
Your relationship with Intus (e.g. if you are a customer)
Your contact person within Intus, if applicable
The nature of the complaint including relevant dates, order numbers, and if appropriate any supportive photographic evidence
Copies of any other documentation supporting the complaint

Assistance with making a complaint

If you need assistance in formulating or lodging a complaint, please contact the Customer Care Team using the contact details as provided above.

Acknowledgement of complaints

We are committed to acknowledging all complaints promptly upon receipt. Once a complaint has been received, we will undertake an initial review of its content. This review will determine who will be responsible for resolving the issue.

If your complaint is considered straightforward (e.g. we sent the wrong product) we aim to resolve such an issue within one working day, though this may not be possible on every occasion. This will typically be handled by one of our diligent Customer Care Team members.

Should that Customer Care Team member need additional support this can be provided by the Customer Services Manager and subsequently the Complaints Officer and can be escalated to either of them if required.

For more complex complaints, particularly those which require input or attention from the senior management or external advisors, we will endeavour to resolve complaints within four weeks of receiving the complaint. Where our review exceeds this four-week target (or is likely to), we will contact you to inform you of the reasons for the delay and indicate to you when we expect to be able to complete our review of the complaint.

While we want complaints resolved quickly, our priority is finding the correct resolution, not the fastest one.

Your rights during the complaint process

You have the right to ask for an update regarding complaint by contacting the employee who has been identified to you as handling your complaint.

Response to a complaint

Once we have reviewed your complaint, we will provide you with a written response. If you are dissatisfied with the response from Intus, you have the right to ask for reconsideration of the response by the Complaints Officer. Such a request should be made in writing and forwarded by post or email to the address provided above.

After every complaint is resolved, the Complaints Officer will consider what actions, if any, are required to avoid a similar problem occurring in the future. Intus are committed to providing the best level of customer service possible, and proactive responses to complaints to avoid repeats is an integral part of this commitment.

All complaints and the resolutions are recorded and will be analysed by the Complaints Officer on a quarterly basis for the identification of systemic or recurring problems. If such problems are identified, Intus will consider what additional actions it may need to take to address these problems, above any actions already taken.

We will measure the perceptions and satisfaction with our Complaints Policy and audit the effectiveness of its operation and implementation.

The complaints handling process will be reviewed periodically, and at least annually, to enhance its delivery of efficient and effective outcomes as part of our management review process.

This review will be performed by the Complaints Officer or an appropriate appointee. Intus will consider what actions it may need to take to address any deficiencies identified in the review.

MP003-1-09.01.2023