Complaints Procedure
Last Updated: 11 May 2026
Our Commitment
Lola Health Ltd is committed to providing a high-quality blood testing service. If something goes wrong or you are unhappy with any aspect of our service, we want to hear about it so we can put things right and improve.
How to Complain
You can raise a complaint by:
- Email: [email protected]
- Post: Complaints Team, Lola Health Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF
What to Include
To help us investigate your complaint quickly, please provide:
- Your full name and email address
- Your order number (if applicable)
- A clear description of your complaint
- What outcome you are seeking
- Any supporting evidence (e.g., screenshots, correspondence)
Our Process
| Stage | Timeframe | Action |
|---|---|---|
| 1. Acknowledgement | Within 3 working days | We will acknowledge receipt of your complaint and provide a reference number. |
| 2. Investigation | Within 14 working days | We will investigate your complaint thoroughly and may contact you for further information. |
| 3. Response | Within 14 working days | We will provide a written response explaining our findings and any actions we will take. |
| 4. Escalation | Within 7 working days of your request | If you are not satisfied with our response, you may request escalation to a company director. |
Data Protection Complaints
If your complaint relates to how we handle your personal data, please email [email protected]. You also have the right to complain directly to the Information Commissioner's Office (ICO):
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Tel: 0303 123 1113
Website: ico.org.uk/make-a-complaint
Clinical Complaints
If your complaint relates to the quality of your blood test result or the doctor's review, we will ensure it is reviewed by a qualified clinical professional. Samples are analysed by our UKAS-accredited (ISO 15189) UK partner laboratory, and all reviews are conducted by GMC-registered doctors.
Issues with Your Kit
If you experience an issue with your kit (a defective component, a damaged container or similar), please report it to us at [email protected] so we can arrange a replacement and improve our process.
Our Promise
- We will treat all complaints seriously, fairly, and confidentially
- We will not penalise you for making a complaint
- We will use complaints to improve our service
- We will keep you informed throughout the process
Lola Health Ltd is a company registered in England and Wales (Company No. 15961806), registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.