Last updated: 24 September 2026
We would rather know when something has gone wrong.
This policy covers two kinds of complaint, and both are handled the same way: complaints about our service, and complaints about how we have handled your personal data.
How to complain
Use whichever is easiest:
- Our contact form
- Email contact@n1health.co.uk with the subject line “Complaint”
- Write to us at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
You do not have to use the form or the subject line. If you tell us you are unhappy, by any route, we will treat it as a complaint and deal with it under this policy.
It helps if you can include your name, your order number, what happened, when it happened, and what you would like us to do.
What happens
Stage 1 — Acknowledgement, usually within 5 working days. We confirm we have received your complaint and give you a reference.
Stage 2 — Investigation, within 20 working days. We look at the order record and the correspondence, and where relevant we raise it with the laboratory or the collection provider. If we need longer we will tell you why and when to expect a reply.
Stage 3 — Outcome, in writing. What we found, whether we uphold your complaint, what we are doing about it, and what we are changing so it does not happen again.
Stage 4 — Review. If you are unhappy with the outcome, reply within 20 working days and a review will be carried out by the Director. We aim to respond within a further 20 working days. Our reply at this stage is our final written response.
If we still cannot agree
If you have had our final written response and you remain dissatisfied, you do not have to leave it there.
Alternative dispute resolution. This is a way of settling a dispute through an independent third party instead of going to court. We are not a member of any alternative dispute resolution scheme. The body we consider competent to handle a dispute of this kind is the West Yorkshire Trading Standards Service alternative dispute resolution scheme, which handles general consumer disputes about goods and services. Details are published by the Chartered Trading Standards Institute at tradingstandards.uk, under ADR Approved Bodies.
Whether we will use it: if you ask us to take a complaint to that scheme after our final written response, and the scheme accepts the case, we will take part. We are telling you this rather than waiting to be asked.
Free advice, whenever you want it. The Citizens Advice consumer service gives free, impartial advice to consumers and can refer matters to Trading Standards. Call 0808 223 1133, or visit citizensadvice.org.uk. You do not need our agreement to contact them, and you can do so at any stage.
None of this affects your right to take legal action.
Complaints about how we have handled your data
This is a separate route from the one above, and it is not an alternative dispute resolution matter. You have a right to complain to us directly about the way we have used your personal data, set out in section 164A of the Data Protection Act 2018.
It covers anything you believe we have got wrong under data protection law — how we collected your information, how we stored it, who we shared it with, how long we kept it, a request of yours we did not act on, or a security incident.
Use any of the routes above. Telling us the complaint is about your data helps us log it correctly, but we will treat it as one either way.
We will:
- aim to acknowledge it within 5 working days. The law allows us 30 days and we do not intend to use them
- investigate it without undue delay, and keep you updated while we do
- tell you the outcome in writing, in plain language, with our reasons
We may need to confirm your identity before we can look into it. If you are complaining on someone else’s behalf, we will need proof that you are authorised to act for them.
You can also complain to the Information Commissioner’s Office, whether or not you come to us first. Their details are ico.org.uk/make-a-complaint or 0303 123 1113. If you are unhappy with our answer, you can take it to them.
Complaints about the laboratory or a collection provider
Tell us anyway. We will raise it with them and stay involved until it is resolved. You should not have to chase a company you did not choose.
Our record
Every complaint is logged, with the outcome and any change we made as a result. We review the log at least annually to look for patterns.
If you are unwell
This policy is for complaints. If you have a health concern, contact NHS 111, your GP, or 999 in an emergency. Please do not wait for a complaint response.
N1 Health Group Ltd is a company registered in England and Wales. Company number 17398954. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.