Complaints Procedure
Last updated: 11 August 2026
If something goes wrong
We want to hear about it. Tell us and we will look into it, put it right where we can, and change how we work so it does not happen again. Complaining costs you nothing and we will never treat you differently for doing it.
When something goes wrong and it harms you, we tell you
This works both ways. If something in the care we provide goes wrong and it harms you, we do not wait for you to notice. We contact you, we say sorry, we explain what we know and what we do not yet know, we tell you what we are doing to find out, and we put it in writing — including the outcome of those enquiries when we have it. This is our duty of candour and we apply it whether or not you have complained.
If something goes wrong in a part of the service delivered by someone else — a phlebotomist, a clinic, a laboratory — the responsibility to explain it to you is still ours. We will never send you to a supplier for an answer.
How to complain
There is no particular wording you need to use. If you tell us you are unhappy, that is a complaint, and we log it as one.
- Online form: complete our complaint form — the quickest way, and it asks for everything we need
- Email: [email protected]
- In the app: through the support and feedback function
- Post: Complaints Team, Lola Health Ltd, 167-169 Great Portland Street, 5th Floor, London W1W 5PF
For comments, suggestions and compliments rather than complaints, email [email protected]. We log and review those the same way.
What to include
The online form asks for all of this. If you write to us instead, it helps us investigate quickly if you give us:
- Your full name and email address
- Your order number, if there is one
- A clear description of your complaint
- What outcome you are looking for
- Any supporting evidence, such as screenshots or correspondence. If you used the online form, email these to [email protected] quoting your complaint reference.
If writing is difficult for you, or you need any other adjustment, we arrange it and never charge for it. That includes large print, a different format, more time, an interpreter, someone to take your complaint down for you, or support from a carer, advocate or family member. Email [email protected], tell us what would help, and we will arrange it. Section 20(7) of the Equality Act 2010 means the cost of an adjustment can never be passed to a disabled person.
Someone can complain for you. A relative, carer, advocate, professional or your MP can complain on your behalf with your agreement. Before we share anything about you with them, we check and record that you agreed.
You can complain anonymously. We log and investigate anonymous complaints as far as the detail allows. We just cannot come back to you with an outcome.
Time limit. Normally within 12 months of what happened, or of when you found out. We will still look at a later complaint where there is a good reason for the delay and we can investigate it fairly.
What happens then
If it is something the person you contacted can simply fix, we fix it — usually within 24 hours. Otherwise:
| Stage | When | What happens |
|---|---|---|
| Acknowledgement | Within 3 working days | We confirm we have it, give you a reference number, and tell you who is coordinating the response. |
| Investigation | Starts straight away | We look into it and may come back to you for more detail. |
| Response | Within 28 calendar days | A written reply setting out what we found and what we are doing about it. |
| Escalation | Acknowledged in 3 working days, answered in 28 calendar days | If you are not satisfied, you can ask for it to be looked at again by a company director. |
If we cannot give you a full answer within 28 days — because it is complex, or needs input from a laboratory or a clinician — we will tell you before that deadline, explain why, and give you a new date.
Nobody investigates themselves
Complaints are overseen by our Registered Manager, who leads clinical governance. Our CQC registration application is in progress.
If your complaint is about the Registered Manager, or about a director, it is not handled by the person it concerns. Email [email protected] and say so in your first line — it is then passed to a director with no involvement in the matter, or to an independent person appointed for the purpose, and it is kept out of the general support queue.
Complaints about a result or a doctor's review
These are reviewed by a qualified clinician. Samples are analysed by partner laboratories that vary by product, shown on the product page; blood and urinalysis go to our UKAS-accredited (ISO 15189) UK partner laboratory, and any doctor's review is carried out by a GMC-registered doctor.
Complaints raising a safeguarding concern or serious clinical harm do not sit in the general support queue — they go straight to our Designated Safeguarding Lead.
Complaints about your personal data
This is a separate statutory right under section 164A of the Data Protection Act 2018 and is handled differently. You can complete our data protection complaint form online, or email [email protected]. We aim to acknowledge within 3 working days and will always do so within the 30-day statutory backstop, then look into it, keep you posted and tell you the outcome.
You can go to the Information Commissioner's Office at any time and do not have to come to us first, though we would like the chance to put it right. ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF · 0303 123 1113 · ico.org.uk/make-a-complaint
Taking it further
- Your personal data — the Information Commissioner's Office, above.
- A doctor's professional conduct — the General Medical Council, gmc-uk.org/concerns. Raising a concern with the GMC does not stop us investigating.
- A pharmacy or a pharmacist — the General Pharmaceutical Council, pharmacyregulation.org.
- The quality or safety of our service — the Care Quality Commission: Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA · 03000 616161 · [email protected] · cqc.org.uk. The CQC does not investigate individual complaints and will not resolve yours, but it uses what it is told in its regulatory work.
Independent adjudication. We will be straightforward about this. The Parliamentary and Health Service Ombudsman covers NHS and government services and has no jurisdiction over private healthcare, so it cannot look at a complaint about us. The independent adjudication scheme for private healthcare in the UK is ISCAS, and we do not currently subscribe to it. So there is no independent adjudication stage after our final response — we would rather say that than send you somewhere that will turn you away.
Nothing on this page affects your legal rights, including your right to take a matter to court.
A problem with your kit
If a component is missing, damaged or faulty, email [email protected] and we will send a replacement. If you would rather we treated it as a complaint, say so and we will.
Our promise
- We treat every complaint seriously, fairly and confidentially.
- We will never penalise you for complaining.
- We use complaints to change how we work.
- We keep you informed throughout.
Lola Health Ltd is registered in England and Wales (Company No. 15961806), registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF.