Complaints policy

Purpose

Tesu Health is committed to delivering high-quality, safe and effective digital health products and services. We recognise that, on occasion, users or stakeholders may wish to raise concerns or complaints.

This policy sets out how complaints are received, managed, investigated and resolved in a fair, timely and transparent manner.

Scope

This policy applies to the handling of complaints relating to services delivered by Tesu Health, as well as services delivered on behalf of Tesu Health, including where Tesu Health has subcontracted another provider to deliver services.

The policy applies to complaints raised by:

  • users or patients
  • healthcare professionals or partners
  • commissioners
  • suppliers
  • other relevant stakeholders

Definition of a complaint

A complaint is defined as:

Any expression of dissatisfaction, whether justified or not, relating to Tesu Health’s products, services, staff or operations, where a response or resolution is expected.

General enquiries, requests for information or routine support requests are not considered complaints unless dissatisfaction is explicitly expressed.

How to make a complaint

Complaints may be submitted through the following Tesu Health channels:

  • By email: support@tesuhealth.com
  • By post: FAO Complaints Team, Tesu Health Ltd, 8A Romsey Terrace, Cambridge, CB1 3NH, United Kingdom
  • Via social media channels: LinkedIn, X (formerly Twitter), Facebook, Google, Instagram, etc.
  • Through our mobile applications, including PreDiaWell

Complaints submitted to an individual’s personal email address, personal social media account or via telephone will not be deemed appropriate. Complaints must be submitted through an official Tesu Health channel to be formally recorded and managed.

Where possible, complaints should include:

  • the complainant’s name and contact details
  • a clear description of the issue
  • relevant dates, product names or reference information
  • any actions already taken to resolve the issue

Time limit for making a complaint

Complaints should normally be made no later than 12 months after the date on which the matter occurred, or, if later, the date on which the matter first came to the attention of the complainant.

This time limit may be waived where Tesu Health is satisfied that there were good reasons for the delay and that it remains possible to conduct a fair and effective investigation. Where this is not the case, Tesu Health will write to the complainant to explain why the complaint, or part of it, cannot be considered.ain this.

Acknowledgement of complaints

All complaints will be acknowledged within 5 working days of receipt. The acknowledgement will confirm:

  • that the complaint has been received
  • the next steps in the process
  • an indicative timeframe for response

Investigation and response

Complaints will be investigated promptly, proportionately and objectively. Where appropriate, investigations may involve:

  • review of system records or logs
  • review of relevant policies, procedures or communications
  • consultation with relevant staff or third-party suppliers

Tesu Health aims to provide a substantive response within 20 working days of acknowledgement. Where this is not possible, the complainant will be informed of the delay and provided with an updated timeframe.

Following investigation, Tesu Health will provide a written response that includes:

  • A clear explanation of findings
  • Conclusions reached
  • Any corrective or preventative actions taken or planned
  • Outcome and resolution offered

Where a complaint is upheld, Tesu Health will take reasonable steps to prevent recurrence.

Escalation

If the complainant is not satisfied with the response, they may request that the complaint be reviewed.

Requests for escalation should be made within 7 working days of receiving the response and should clearly set out the reasons for continued dissatisfaction.

Escalated complaints will be reviewed by a senior member of Tesu Health who was not involved in the original investigation, where practicable.

Confidentiality and data protection

All complaints will be handled confidentially and in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR).

Information relating to complaints will only be shared with those who need to know in order to investigate and resolve the issue.

Record keeping and monitoring

Tesu Health will maintain a record of all complaints received, including:

  • the nature of the complaint
  • actions taken
  • outcomes and resolution dates

Complaint data may be reviewed periodically to identify trends, risks and opportunities for improvement.