At BetterLetter, we are committed to providing a high-quality service to all customers. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and improve.
How to make a complaint
Complaints can be submitted by email to:
Please include:
Your name and organisation
A description of the issue
Relevant dates and details
Any supporting information
What happens next?
We will:
Acknowledge receipt of your complaint within 2 working days
Investigate the matter with the relevant teams
Provide an initial response within 10 working days
Keep you informed if further investigation is required
Clinical safety concerns
Concerns relating to patient safety are escalated immediately through BetterLetter's Clinical Risk Management processes.
Data protection concerns
Concerns relating to privacy or information governance are managed in accordance with BetterLetter's Information Governance procedures.
Continuous improvement
All complaints are recorded, reviewed and used to improve our products, services and customer experience.