Complaints Policy

COMPLAINTS POLICY

1. Our Commitment

Newfoundland Diagnostics Ltd is committed to providing high-quality products and services. We take all complaints seriously and view them as opportunities to improve. This policy outlines how we handle complaints fairly, promptly, and effectively.

2. Scope

This policy covers complaints about:

• Rapid diagnostic test kits (product quality, delivery, accuracy)
• Laboratory testing services (sample handling, results, turnaround times)
• Customer service
• Website and portal functionality
• Data protection matters

3. How to Make a Complaint

Contact Methods:

General Complaints:

• Email: complaints@newfoundland.io
• Post: Newfoundland Diagnostics Ltd, 3a Station Road, Amersham, Buckinghamshire, HP7 0BQ

Laboratory Testing Complaints:

• Email: info@newfoundland.io

Data Protection Complaints:

• Email: dataprotection@newfoundland.io

What to Include:

• Your name and contact details
• Order/reference number (if applicable)
• Date of incident
• Clear description of the issue
• What outcome you're seeking
• Any supporting documentation or images

4. Our Complaints Process

Stage 1: Acknowledgement

• We'll acknowledge your complaint within 2 working days
• You'll receive a reference number for tracking

Stage 2: Investigation

• We aim to resolve complaints within 10 working days
• Complex laboratory complaints may take up to 20 working days
• We'll keep you informed if we need more time

Stage 3: Resolution

You'll receive a written response explaining:

• Our findings
• Any actions we're taking
• Any compensation or remedy offered (if applicable)
• Your right to escalate if unsatisfied

5. Types of Complaints and Resolution

Rapid Test Kit Issues

Laboratory Testing Issues

Service Complaints

6. Escalation Process

If you're not satisfied with our response:

Internal Escalation:

• Request review by senior management
• Email: dataprotection@newfoundland.io
• Review completed within 10 working days

External Options:

For Consumer Issues:

• Citizens Advice Consumer Service: 0808 223 1133
• Alternative Dispute Resolution (ADR) if applicable

For Laboratory Testing Issues:

• We are not CQC or HIW registered as we facilitate access to testing rather than provide clinical services
• Laboratory issues can be escalated to the relevant UKAS-accredited laboratory
• MHRA for product safety concerns

For Data Protection:

• Information Commissioner's Office (ICO)
• Website: ico.org.uk
• Phone: 0303 123 1113

7. Learning from Complaints

We:

• Log all complaints in our management system
• Analyze patterns monthly
• Implement improvements based on feedback
• Share learnings across the organization

8. Compensation

We may offer:

• Replacement products
• Full or partial refunds
• Vouchers for future purchases
• Goodwill gestures for inconvenience

Compensation is decided case-by-case based on the nature and impact of the issue.

9. Vexatious Complaints

While we take all complaints seriously, we reserve the right to:

• Limit contact with individuals making excessive complaints
• Decline to investigate matters already fully addressed
• Refer unreasonable behaviour to appropriate authorities

10. Record Keeping

• General complaints: retained for 3 years
• Laboratory testing complaints: retained for 6 years
• All records include correspondence and outcomes

11. Contact Us

Complaints Team Newfoundland Diagnostics Ltd 3a Station Road, Amersham Buckinghamshire, HP7 0BQ

Email: info@newfoundland.io

Office Hours: Monday-Friday, 9am-5pm (excluding bank holidays)

This policy is reviewed annually and updated as needed.