Complaints Procedure

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. 

Complaints can be made in the first instance either orally or in writing to our Customer Service Team.

To make a complaint in writing please complete the form opposite.

If you would like to make a complaint via telephone, please call 0333 241 2997 to speak to a member of our Customer Services team. They will complete the complaints form verbally on your behalf.

If a complaint is made via one of our social media platforms, Invivo will endeavour to contact the individual directly to run through the complaint form. Invivo will also acknowledge the public facing complaint directly. 

What We Will Do

Irrespective of the mode of delivery we will endeavour to acknowledge receipt of your complaint within 48 hours (Mon-Fri), either orally or in writing. Our Customer Service team will investigate the issue and respond to you either over the phone or by email. 

What To Expect

We always aim to investigate and deal with all complaints efficiently within a timely manner. 

If we are unable to meet the response deadline of 28 working days, we will contact you to advise why and inform you of the extended date.

If we cannot resolve the issue to your satisfaction there and then, we will escalate the complaint to the Department Manager who will respond within 14 working days from receipt of escalation.

If the individual believes that the Department Managers response is not suitable for the complaint the issue can be escalated further to a Director who will respond within 14 working days from receipt of escalation. 

We Will Aim To

  • Find out what happened and investigate the issue
  • Advise you on what we intend to do to put the matter right
  • Ensure you receive an apology where this is appropriate
  • Identify what we can do to make sure the issue does not happen again