On this page
We are committed to providing safe, effective, and high‑quality services to all our users. We recognise that there may be occasions where our service does not meet expectations, and we welcome feedback and complaints as an opportunity to put things right and improve how we deliver our services.
Initial Support and Enquiries
We aim to resolve concerns as quickly and informally as possible. Many questions or issues can be addressed by visiting our Help and Support page, which provides guidance and answers to common queries.
If you require further assistance or have a general enquiry, please contact our support team at:
Email: info@preventx.com
Using this contact for general enquiries helps us ensure that formal complaints are identified and handled appropriately and without delay.
Making a Formal Complaint
If you are dissatisfied with any aspect of our service and wish to make a formal complaint, you can contact us using one of the following methods:
- Email: complaints@preventx.com
- Phone: 0333 344 4462
- Post: Complaints Team, Meadowhall Business Park, Carbrookhall Road, Sheffield, S9 2EQ
To help us investigate your complaint fairly and thoroughly, please provide:
- Your name and preferred contact details
- Any relevant order number or reference
- A clear description of your concern
- Copies of any relevant correspondence, documents, or screenshots
Complaints can be raised by you directly or by someone acting on your behalf, with your consent.
How We Handle Complaints
We manage complaints in line with recognised standards for regulated healthcare services and aim to be fair, open, and transparent throughout the process.
- Acknowledgement
We will acknowledge receipt of your complaint within 2 working days. - Investigation
Your complaint will be reviewed by an appropriate member of our team who has not been directly involved in the issue where possible. We may contact you for clarification or additional information. - Response
We aim to provide a written response within 28 days. If the investigation is complex and requires more time, we will inform you of the reasons for the delay and provide an update.
Outcomes and Resolution
Where a complaint is upheld, we will take appropriate and proportionate action, which may include:
- Providing a clear explanation or apology
- Correcting errors or providing remedial action
- Offering a replacement or refund where appropriate
- Identifying learning points and implementing improvements to prevent recurrence
Escalating a Complaint
If you are dissatisfied with the outcome, you may request a review by a senior member of our team. Please contact us quoting your complaint reference number, and we will explain the next steps available to you.
Learning from Complaints
All complaints are recorded, reviewed, and used to help improve the safety, quality, and effectiveness of our services. We treat complainants with respect and will not allow a complaint to adversely affect any ongoing or future care or service you receive.