Complaints Policy

Complaints Policy

Nuvivo Health LTD – At-Home Blood Testing Services, Scotland

We’re Here to Help

At Nuvivo Health, we are committed to providing safe, high-quality care. If something hasn’t gone as expected, please let us know. We treat all concerns seriously and handle them fairly and confidentially.

Please contact us first — we are always happy to help and will do everything we can to resolve your concern quickly.

External Factors

Sometimes delays may occur due to things outside of our control, such as:

  • Courier or transport issues

  • Laboratory processing times

  • Severe weather or emergency conditions

We will keep you updated and do our best to minimise any disruption.

How to Make a Complaint

You can raise a concern in the following ways:

By Email:
📧 hello@nuvivo.co.uk

In Writing:
Nuvivo Health LTD
8 Carmondean Centre Road
Livingston, EH54 8PT

During a Visit:
Speak directly with your visiting clinician.

What Happens Next

  1. Acknowledgement
    We will confirm we’ve received your complaint within 2 working days.

  2. Investigation
    Your concern will be reviewed by our Clinical Director or senior complaints lead.

  3. Response
    You will receive a full written reply within 28 days, including:

  • What happened

  • What we’ve done to resolve it

  • Any improvements we’re making

If more time is needed, we will keep you updated.

What If You’re Not Satisfied?

If you are unhappy with the outcome, you may:

  • Request a review by a senior team member

  • Contact our regulator:

Healthcare Improvement Scotland (HIS)
📧 his.ihcregulation@nhs.scot
📞 0131 623 4300
🏢 Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB

Please note: HIS does not investigate individual complaints but ensures we handle them correctly.

Safeguarding Concerns

If a complaint relates to abuse, neglect, or harm, we will refer it immediately to the appropriate adult protection authority.

Your Feedback Makes Us Better

All feedback helps us improve. We use complaints to review our service, train our team, and make things better for everyone.

Thank you for speaking up.

From the moment you book your test to the day your results arrive, your safety, comfort, and confidence are at the heart of what we do.

Your Health. Our Priority.

Regulated. Reliable. On Your Side.

We’re proud to be registered with Healthcare Improvement Scotland (HIS) — the national regulator for independent clinics in Scotland.

That means everything we do is held to the highest standards of safety, professionalism, and respect for your wellbeing.
Being HIS-registered means we:

  • Follow clear clinical policies and procedures
  • Only work with trained, qualified, and supervised staff
  • Keep your records secure and up to date
  • Regularly review, audit, and improve our services

You’re in safe hands — always.

Real Nurses. Real Experience. Real Care.

All of our blood tests are carried out by experienced healthcare professionals — not agency staff or unvetted freelancers.

You’ll be looked after by:

  • A registered nurse, or
  • A certified phlebotomist with at least 2 years of hands-on experience

Our team is friendly, professional, fully insured, and trained to provide high-quality care every time.

Trusted Labs. Clear Results.

We only partner with top-tier UK laboratories, including:

  • The Doctors Laboratory (TDL) – UKAS-accredited and CQC-regulated
  • Randox Health – ISO 15189-compliant and trusted across the NHS

Your sample is securely transported by medical couriers and tested using clinically validated equipment.
You’ll receive your results within 1–3 working days, along with a clear, easy-to-understand digital report.

Follow-up support is available if you need help interpreting your results or planning your next steps.

Your Data. Your Privacy. Your Choice.

We take your privacy seriously.
Nuvivo Health Ltd is fully ICO-registered and compliant with UK GDPR.

This means:

  • Your data is stored securely
  • Only authorised healthcare professionals can access it
  • It is never shared or sold
  • We only retain your records for as long as legally required (typically 7 years)

Your health information is handled with care and always treated with the respect it deserves.

Fully Insured. Always Prepared.

We’re fully insured to deliver private healthcare services across the UK.
Our cover includes:

  • Public liability
  • Professional indemnity
  • Employer liability for our staff and contractors

Need to see our insurance certificates or registration documents? Just ask — we’re happy to provide them.