Complaints Procedure

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 in the form of letter, fax or email, and 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 or mobile number and 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 via email is 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 Healthcare Ltd
138 - 140 Mitcham Road
London SW17 9NH

You can email your complaint to: enquiry@labsdirect.com

Our complaints team will always aim to respond to your complaints within ten 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.