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.