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Complaints Process 

Your feedback matters to us. 

Our vital role in healthcare requires every team member to operate with the customer and patient in mind. We’re sorry if there is something about our service you are not satisfied with. Please contact us so that we can put things right.  

Raising/escalating a complaint:

If there’s something you’re unhappy with, please contact our Customer Service Team on 0330 1000448 and raise a complaint (selecting ‘Option 2’ when prompted if calling us). The detail will then be passed to your Area Customer Care Manager for action where appropriate.  

If the team are unable to satisfactorily resolve your complaint, please escalate your concerns via the following email address: 

prioritycomplaints@alliance-healthcare.co.uk 

Our promise to you:  

  • All customer complaints will be reviewed and discussed regularly by our Executive Leadership Team, including our Managing Director, Marie Evans.
  • Verbal complaints will be handled by our advisors on the phone in the first instance and escalated   to our Area Customer Care team where necessary. 
  • We’ll acknowledge all written complaints within 48 hours.  
  • You’ll be kept updated throughout. We’ll make sure you know how we plan to investigate and address your complaint, and when we will get back to you with a             response.  
  • We aim to resolve the majority of our customer complaints within 48 hours. However, sometimes we’ll need a little longer to make sure the right investigations             and actions are taken in order to resolve your concerns. We’ll keep you updated. 
  • We will listen. We will communicate openly and honestly. We will be accountable and own our mistakes. We’ll move forward with empathy and grace.  
  • Our team will handle your complaint professionally and efficiently.  
  • We’ll share the outcome of our investigation with you. 
  • It’s important that you feel your complaint has been addressed properly. We’ll check to make sure you’re satisfied with the outcome, and arrange a follow-up call         where necessary.