Complaints policy

How to complain

Send the complaint to hello@vericenta.com. Please include the organisation name, the relevant order or report reference if available, what happened, and the outcome you are seeking. Please do not send private patient records or unnecessary health information.

What happens next

• We aim to acknowledge a complaint within 2 working days.
• We aim to provide a substantive response within 10 working days.
• If the matter is complex or we need information from a third party, we will explain the delay and provide an update, with a target final response within 20 working days where reasonably possible.
• The complaint will be reviewed by someone with sufficient authority and, where appropriate, someone other than the person whose work is being challenged.
• We will explain our findings, any corrective action, and whether any report, invoice, monitoring record or process needs to be amended.

Escalation

If you remain dissatisfied, ask for an internal review. A director or suitably senior reviewer will reconsider the complaint, the agreed scope, the evidence, the review date, the applicable source material and the first response. The internal review decision is Vericenta's final service response.

If you remain dissatisfied after that final response, you may obtain independent legal or professional advice and exercise any contractual or legal rights available to you. Vericenta does not operate an external ombudsman scheme for this business-to-business service unless one later becomes legally applicable.

What a complaint does not change

A complaint is assessed against the service actually purchased and the material that was within scope and accessible or supplied at the relevant time. It does not retrospectively expand the review to material that was outside scope, unavailable, withheld, changed later or not reasonably discoverable.

Vericenta provides professional findings and recommendations rather than legal clearance, certification or a guaranteed regulatory outcome. The client remains responsible for the content it ultimately publishes and for deciding how to implement recommendations. Nothing in this policy removes any liability or remedy that cannot lawfully be excluded or limited.

Privacy and regulatory concerns

A privacy complaint will also be handled under Vericenta's data-protection procedure. Individuals retain the right to raise data-protection concerns with the Information Commissioner's Office. Nothing in this complaints process limits any legal right or remedy that applies.

Records and learning

We keep a proportionate complaint record so that we can show how the matter was handled, identify repeated problems and improve the service. Complaint records are access-controlled and retained in line with Vericenta's data-retention policy.