Complaints Procedure

Our Commitment

Building Pathology Diagnostics is committed to providing a high standard of professional service. If you are dissatisfied with any aspect of our service, we want to hear about it so we can put matters right.

How to Complain

Complaints should be submitted in writing to:

Please include: your name and contact details, the case reference (if applicable), a clear description of your complaint, and the outcome you are seeking.

Stage 1: Acknowledgement

We will acknowledge your complaint within 3 working days of receipt and confirm who is handling it. We will also confirm the expected timeframe for our response.

Stage 2: Investigation

Your complaint will be investigated thoroughly. We may contact you for further information. We aim to provide a full written response within 15 working days. If we need more time, we will explain why and give you a revised expected response date.

Stage 3: Resolution

Our written response will set out: a summary of the complaint, findings of the investigation, the proposed resolution, and any steps taken to prevent recurrence.

If You Remain Dissatisfied

Our final response will explain the next steps available for your complaint, including applicable independent dispute-resolution arrangements. Your statutory rights are unaffected.