We are committed to providing high-quality care and service. We value your feedback—positive or negative—as it helps us improve. If you are dissatisfied with any aspect of your experience, we have a clear complaints procedure in place to ensure that concerns are handled promptly and fairly.

Patients are encouraged to contact the Clinic Manager at any time to raise concerns or register a complaint. We will always aim to resolve the issue promptly and to the satisfaction of all parties involved.

How to Make a Complaint

If you are dissatisfied with any aspect of our services, products, or website, you can make a complaint by contacting us using one of the following methods:

• Email: hello@deiahealth.com
• Mail: Deia Health, 9 Harley Street, London W1G 9QW

Please include the following information in your complaint:

• Your name and contact details
• A clear description of your concern
• Any relevant dates
• Any supporting evidence (e.g., screenshots, receipts)

What Happens Next

1. Acknowledgment
   We will acknowledge receipt of your complaint within 2 business days.
2. Investigation
   Your complaint will be reviewed by a relevant team member e.g. Founding Partner or Clinic Manager. We may contact you for additional details if needed.  Every effort will be made to complete the review within one week. After a thorough investigation, a meeting will be arranged to discuss the matter openly and this will be recorded and hopefully resolved.
3. Response
   We aim to provide a full written response and take any action required within 20 business days of the receipt of the complaint. If the issue is complex and requires more time, we will keep you informed of our progress.
4. Resolution
   If your complaint is upheld, we will take appropriate action which may include a refund, replacement, or improvement to our service. If not, we will explain our reasoning clearly.

Escalation

If you are not satisfied with the response, you may request an internal review by a senior member of our team. We will aim to resolve escalated issues within 10 business days of receiving your request.

Our Commitment

We treat all complaints seriously and handle them with professionalism, respect, and fairness. Your complaint will not affect your rights or future interactions with Deia Health.

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