Purpose & Principles

• We are committed to delivering high-quality, reliable blood testing services, and we take all complaints seriously.

• Our aim is to resolve complaints fairly, transparently and promptly.

• We treat complaints as opportunities to improve services, investigate thoroughly, and prevent recurrence.

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How to Make a Complaint

• Complaints should be made in writing by email to mark@thehealthlab.ie.

• In your email, please include:
  • Your full name, contact details (email, phone)
  • Date of the test or service in question
  • Description of what went wrong (issue), including any relevant documentation (booking confirmation, results, invoices)
  • What outcome you would like (e.g. clarification, re-examination, refund, apology)

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Acknowledgement

• We will acknowledge receipt of your complaint as soon as possible.

• If possible, this acknowledgement will be within 5 working days of receipt.

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Investigation & Response

• After acknowledging your complaint, we will conduct an internal investigation. This involves:
  • Reviewing relevant records (test reports, sample details, communications)
  • Speaking with staff involved (phlebotomist, lab, administration) where needed
  • If required, seeking additional expert input (e.g. from independent laboratory or technical specialist) to review test accuracy or process issues

• We endeavour to provide a full written response within 5 working days. If the matter is complex and more time is needed, we’ll let you know, with an estimated timeframe and interim updates.

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Resolution Options

• If your complaint is upheld (or partially upheld), possible resolutions may include one or more of:

• Offering clarification or explanation of test processes and results

• Re-examination or retesting (if sample conditions allow) or re-analysis where appropriate

• Refund or credit (in whole or part) depending on severity and nature of complaint

• Apology or statement of what went wrong, including any corrective actions being taken

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Escalation Path
If you are not satisfied with our response:

• You can request a formal review by a senior manager or director.

• We will review the decision, using any additional evidence you provide.

• If still unresolved, we may offer mediation or involve an independent arbiter where feasible.

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Time Limits

• Complaints should ideally be made as soon as possible after the issue arises.

• We will accept complaints up to 6 months from the date the issue occurred, unless there are exceptional reasons for delay.

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Record-Keeping & Confidentiality

• All complaints will be logged in a central complaints register. Entries should include: date received, complainant name, issue raised, investigation steps, outcome and date closed.

• We will store all related documents, correspondence, test data, reports etc., securely in compliance with data protection (GDPR) and confidentiality requirements.

• Your personal information will be treated confidentially, only shared with relevant staff or external parties (e.g. lab) as needed for investigation.

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Monitoring & Improvement

• The Health Lab management will review complaint trends periodically (e.g. quarterly) to identify recurring issues.

• Corrective and preventive actions will be put in place when systemic issues are identified (e.g. staff training, process change, equipment calibration).

• Feedback from complaints will feed into quality assurance and risk management.

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Communication & Customer Care

• Throughout the process we will keep you (the complainant) updated: acknowledging, investigating, and finalising.

• We strive to be courteous, clear, and empathic. Language will be non-technical when possible for clarity.

• If you require assistance (e.g. translation, disability access) we will make reasonable accommodations.

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External / Regulatory Options

• If after exhausting our internal procedure you remain dissatisfied, you may refer the matter to relevant external bodies (e.g. regulatory or oversight agencies in Ireland).

• For complaints concerning data protection, you may refer to the Data Protection Commission.

• We will provide you with information on how to contact these external bodies upon request.

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Review of Policy

• This Complaints Procedure will be reviewed regularly (at least annually) or whenever there is a significant change in our services or in regulatory requirements.

• Changes will be communicated where relevant (e.g. published on our website, notified to clients).