Complaints Policy

Newfoundland Diagnostics Ltd takes complaints seriously and aims to handle them fairly. You do not need to use particular words for us to treat your message as a complaint.

This is not a clinical or emergency service. If you have an urgent health concern, or a concern about a test result, please contact a healthcare professional.

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

Email: complaints@newfoundland.io

Post: Newfoundland Diagnostics Ltd, 3a Station Road, Amersham, Buckinghamshire, HP7 0BQ

What to include:

• Your name and contact details
• Order or reference number (if applicable)
• Date of the incident
• A clear description of the issue
• The outcome you are seeking
• Any supporting documentation or images

• Acknowledgement: We will acknowledge your complaint within 30 days, and usually sooner.
• Investigation: We will look into your complaint and aim to resolve it as quickly as we reasonably can. Some complaints, including those involving our laboratory partners, take longer. We will keep you updated if we need more time.
• Outcome: We will tell you the outcome of your complaint, including any action or remedy we are offering, and how to take it further if you are not satisfied.

Internal review: You can ask for your complaint to be reviewed by a senior member of staff by replying to our response or emailing complaints@newfoundland.io.

External options:

• Consumer issues: Citizens Advice Consumer Service on 0808 223 1133 can advise you on your rights. Some consumer disputes can be referred to an alternative dispute resolution provider, and Citizens Advice can help with this.
• Laboratory testing issues: You can raise concerns with the relevant UKAS-accredited laboratory.
• Product safety concerns: You can report concerns to the Medicines and Healthcare products Regulatory Agency (MHRA).
• Data protection: You can complain to the Information Commissioner’s Office (ICO) at any time. Website: ico.org.uk. Phone: 0303 123 1113.

Depending on the circumstances, we may offer a replacement product, a full or partial refund, a voucher, or another goodwill gesture. Any remedy is decided case by case. This does not affect your legal rights.

Where complaints are repeated, abusive, or have already been fully addressed, we may limit contact or tell you that we will not take the matter further. This does not affect your right to complain to the ICO or to bring a new complaint that raises a new issue.

We keep complaint records, including correspondence and outcomes, for as long as we need them. This is generally 3 years, or 6 years for laboratory testing complaints, in line with our Privacy Policy.

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

This policy may be reviewed and updated from time to time.