Complaints
In plain English: if something has gone wrong, tell us. We will acknowledge your complaint, look into it properly, and tell you what we found and what we will do.
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What you can complain about
- Our service, including our products and how we have dealt with you.
- How we handle personal data, under our data protection complaints procedure below.
- Accessibility, if you could not use our website or needed information in another format.
- Clinical safety, which we route to our Clinical Safety Officer.
How to complain
Email Assist@gateway-global.co.uk, and put "Complaint" in the subject line.
Draft (K20): A dedicated clinical safety route (for example clinicalsafety@gateway-global.co.uk), routed to the Clinical Safety Officer.
For clinical safety concerns: [TO CONFIRM: dedicated route]
What to include
- your name and how to contact you;
- what happened, and when;
- what you would like us to do.
Please do not send us any patient information.
What happens next
We acknowledge your complaint, look into it, and reply with what we found and what we will do about it.
Draft (F28): The steps and timescales for acknowledging and responding, including the time the law requires for data protection complaints (Legal Counsel to confirm).
[TO CONFIRM: steps and timescales]
If you are not satisfied
Draft (F28): How a complaint is escalated inside Gateway Global if the first response does not resolve it (Legal Counsel to confirm).
[TO CONFIRM: internal escalation]
For complaints about how we handle personal data, you also have the right to complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint.