Complaints & Feedback Policy
My Atlas (a trading name of Atlas Laboratories Ltd)
Effective Date: 18 April 2025
Atlas Laboratories Ltd (“we”, “us”, “our”), trading as My Atlas, is committed to providing a high-quality, safe, and transparent service. We welcomen both feedback and complaints, as they help us improve our services and maintain high standards of care.
This policy explains how you can provide feedback (including positive feedback), raise a complaint, and how we will handle it.
1. Feedback
We welcome feedback about any aspect of our services, including:
- Your experience using our website
- Customer service interactions
- Clinic or phlebotomy services
- Test kits, results, or communications
Feedback can be provided informally and does not need to follow the complaints process.
2. Positive Feedback
We welcome and value positive feedback about your experience with My Atlas.
Positive feedback helps us to:
- Recognise good practice and staff performance
- Understand what we are doing well
- Improve our services and patient experience
You can share positive feedback using the same contact methods outlined in this policy.
With your permission, we may use anonymised positive feedback for:
- Internal training and staff recognition
- Quality assurance and clinical governance reviews
We will never publish or share identifiable feedback publicly without your explicit consent.
3. What Is a Complaint?
A complaint is any expression of dissatisfaction about:
- The quality of our service
- The handling of your order or test
- Communication with our team
- Delays, errors, or perceived failures
Complaints may be made verbally or in writing.
4. How to Raise a Complaint
You can raise a complaint by contacting us using one of the following methods:
Email: [email protected]
Phone: 0333 050 3147
Post:
Atlas Laboratories Ltd
(trading as My Atlas)
Suite 3, The Colony Buildings
Altrincham Road
Wilmslow
SK9 4LY
To help us investigate your complaint efficiently, please include:
- Your full name
- Order number (if applicable)
- Contact details
- A clear description of your concern
- Any relevant supporting information
5. How We Handle Complaints
We aim to handle complaints fairly, openly, and promptly.
Acknowledgement
- We aim to acknowledge complaints within 5 Working Days of receipt.
Investigation
- Complaints are reviewed by an appropriate member of our team.
- We may contact you for further information where needed.
Response
- We aim to provide a full written response within 20 Working Days.
- If more time is required, we will keep you informed of progress and expected timelines.
6. Outcomes and Resolution
Where appropriate, we may:
- Provide an explanation
- Offer an apology
- Take corrective or remedial action
- Offer a goodwill gesture (where appropriate and without admission of liability)
Our aim is always to resolve complaints in a fair, proportionate, and transparent manner.
7. Confidentiality
All complaints and feedback are handled confidentially and in accordance with our Privacy Policy. Information is shared internally only on a need-to know basis to investigate and resolve the matter.
8. Escalation
If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of our team.
We strongly encourage you to contact us first so we can try to resolve the issue directly and promptly.
9. External Oversight – Care Quality Commission (CQC)
If you remain dissatisfied after completing our complaints process, or if you have concerns about standards of care or safety, you may contact the Care Quality Commission (CQC).
The CQC is the independent regulator of health and social care in England. While the CQC does not resolve individual complaints, it uses information from service users to monitor, inspect, and regulate services.
Care Quality Commission (CQC)
Website: https://www.cqc.org.uk
Phone: 03000 616161
10. Using Feedback to Improve Our Services
We regularly review complaints and feedback to:
- Identify trends and learning opportunities
- Improve processes and staff training
- Enhance patient safety and service quality
Feedback plays an important role in our commitment to continuous improvement.
11. Review of This Policy
This Complaints & Feedback Policy is reviewed periodically and updated as required to
reflect best practice and regulatory expectations.
Contact Summary
Email: [email protected]
Phone: 0333 050 3147