Complaints Policy | Drug Test London

1. Our commitment

We aim to provide accurate, confidential and dependable testing services.

We take complaints seriously and use them to improve our service.

We investigate concerns fairly, respectfully and without unnecessary delay.

There is no charge for using our complaints process.

2. What you can complain about

Complaints may concern:

• Ordering, payment or customer service.
• Home-kit delivery or return arrangements.
• Attendance instructions or sample collection.
• Confidentiality, communication or identity procedures.
• Laboratory processing, reporting or turnaround concerns.
• Chain-of-custody documentation or handling.
• Accessibility or reasonable adjustments.
• Any other aspect of our service.

3. Contact us promptly

Email enquiry@drugtest.london.

You may also telephone 020 7871 3015.

Please contact us promptly after discovering the problem.

Early contact helps preserve relevant documents, samples and communication records.

4. Information to include

Please provide:

• Your name and preferred contact details.
• The order number, where available.
• The tested person’s name, where relevant.
• A clear description of what happened.
• Relevant dates, messages and supporting documents.
• The outcome you would like us to consider.

Do not send unnecessary identification or sensitive information.

We may request further details through an appropriate secure method.

5. Complaints made for another person

We may need authority before discussing another person’s information.

Employers, solicitors and representatives should explain their relationship and authority.

We may contact the tested person when consent verification is required.

6. Acknowledgement and response times

We aim to acknowledge complaints within three working days.

We aim to provide a full response within 20 working days.

Complex investigations may take longer, particularly when laboratories are involved.

We will explain significant delays and provide a progress update.

7. How we investigate

A suitable person will review the complaint objectively.

The investigation may include:

• Reviewing orders, instructions and correspondence.
• Checking collection and chain-of-custody documentation.
• Requesting information from laboratories or service providers.
• Speaking with relevant staff or professionals.
• Assessing applicable policies and service requirements.

We will only share information needed for the investigation.

8. Our response

Our written response will normally explain:

• The issues considered.
• The evidence reviewed.
• Our findings and reasons.
• Any proposed remedy or corrective action.
• How to request a further review.

Possible remedies include an explanation, apology, correction or service improvement.

They may also include recollection, replacement, reprocessing or refund.

The appropriate remedy depends upon responsibility and practical circumstances.

9. Laboratory-related complaints

Some concerns require investigation by the testing laboratory.

We will coordinate with the laboratory where reasonably possible.

Laboratory investigations may require additional time or information.

Where appropriate, we will explain any separate laboratory complaint route.

10. Requesting a review

Tell us if you remain dissatisfied with our response.

Explain which findings you dispute and provide any new evidence.

A senior person not previously responsible will review the complaint where possible.

We aim to complete this review within 20 working days.

11. External advice and escalation

Our complaints process does not restrict your legal rights.

Consumers may obtain advice from the Citizens Advice consumer service.

Visit citizensadvice.org.uk/consumer.

Privacy complaints may also be raised with the Information Commissioner’s Office.

Visit ico.org.uk/make-a-complaint.

We will identify other relevant escalation routes when they apply.

12. Confidentiality and records

We handle complaints confidentially and proportionately.

Complaint records may contain personal or health information.

We retain them according to legal, contractual and operational requirements.

Further information appears within our Privacy Policy.

13. Urgent health or safety concerns

This complaints process does not provide emergency medical care.

Call 999 for a life-threatening emergency.

Use NHS 111 for urgent medical advice when appropriate.

Contact us immediately about suspected identification or reporting errors.

14. Learning and improvement

We review complaints for recurring problems and improvement opportunities.

Actions may include revised instructions, training or supplier review.