Ivie comments, compliments and complaints policy

Ivie’s always striving to provide you with an accurate and professional level of service. We’re open to your feedback on how we can improve and would also love to hear about any great experiences you’ve had with us. 


We’re aware that sometimes things may go wrong and when this does occur, we encourage you to inform us.  

Third-party supplier complaints and feedback

Ivie work with a number of third-party suppliers in order to provide a comprehensive service for you. These include our network of phlebotomists and external laboratories. In the instance that your complaint relates to the service received from our third-party suppliers, we ask that you raise this with us directly. We’ll then contact the supplier where necessary, to resolve this in the best way possible for you. 


The process for escalating a complaint about our third-party suppliers is the same as complaints about Ivie products and services. 
Contacting us

The first step is to contact our Customer Care Team. This can be done by emailing us directly. 




We’ll always try and resolve your complaint at the first point of contact where we can, and Ivie Customer Care team are here to support you with this.  You’ll be advised of the expected time to resolve your complaint, and we’ll aim to respond to you within 5 working days or sooner where we can.

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