Complaints Procedure

Version: 1.0
Last revised: 18 October 2026

We want to know when something has gone wrong. A complaint helps us put it right for you and improve the service for everyone else. This page explains how to raise one, what happens next and who else you can turn to.

1. How to make a complaint

You can complain about any part of our service, including your consultation, our clinicians, your blood test or kit, billing, or how we have communicated with you.

• Email support@arctrt.co.uk with "Complaint" in the subject line
• Call us on 023 8168 2004 during opening hours
• Write to Arc TRT, 2-4 Canute Road, Southampton, Hampshire, SO14 3FH

Please include your name, the email address or phone number you registered with, what happened and when, and what you would like us to do about it. If someone is complaining on your behalf, we will need your written permission before we can discuss your care with them.

2. What happens next

We aim to acknowledge your complaint within 3 working days and to give you a full written response within 20 working days. If the matter is complex and we need longer, we will tell you why and give you a new date.

Complaints about clinical care are reviewed by our Medical Director. Complaints about kits, orders or billing are handled by our patient care team. In either case we will look at your records, speak to the people involved and set out what we found, whether we agree that something went wrong, and what we will do as a result.

3. If you are not satisfied with our response

If you feel we have not resolved your complaint, tell us and we will review it again at a senior level. You can also raise your concerns with the organisations below.

• Care Quality Commission (CQC): the regulator for health services in England. The CQC does not investigate individual complaints, but it does want to hear about your experience of a registered service. cqc.org.uk/give-feedback-on-care
• General Medical Council (GMC): if your concern is about a doctor's fitness to practise. gmc-uk.org/concerns
• Information Commissioner's Office (ICO): if your complaint is about how we have handled your personal data. ico.org.uk

4. Your care while we investigate

Making a complaint will not affect the care you receive from us. If your complaint is about your treatment, we will make sure a clinician who was not involved in the original decision is available to you while it is reviewed.

5. Learning from complaints

We record every complaint, what we found and what changed as a result. Themes are reviewed by the clinical team so that the same problem is less likely to happen to someone else.