Complaints Policy

Taking concerns seriously

AJRAK LTD aims to provide a clear, respectful and professional experience for people using our health education consultation services. If something falls short of an agreed arrangement or your reasonable expectations, you may raise a complaint using the process described on this page.

We aim to handle complaints consistently, consider the information available, explain our conclusions and identify appropriate next steps. Raising a complaint will not, by itself, affect your ability to make a future enquiry.

We will not assume that a complaint is justified or unfounded before reviewing the relevant circumstances.

What can you complain about?

You may contact us about matters connected with the services or arrangements provided by AJRAK LTD, including:

• The clarity or accuracy of information provided about our service.
• Communication before or after an agreed consultation.
• Appointment arrangements, changes or delays.
• Whether an agreed service scope or deliverable was followed.
• Fees, payment arrangements or cancellation handling.
• How we handled an earlier enquiry or complaint.
• A concern about how information supplied to us was handled.

If you are unsure whether your concern falls within this policy, you may still contact us and explain the issue. We will let you know whether it can be considered through this process or whether another route is more appropriate.

How to make a complaint

Please email enquiries@greenfieldenquiries.services with the subject line “Complaint”. You may also contact us by telephone if you need help identifying the appropriate way to submit your concern.

Information to include

To help us understand the matter, please provide as much of the following information as is reasonably available:

• Your name and a suitable way for us to respond.
• The consultation, enquiry or service arrangement concerned, if applicable.
• A description of what happened and when it occurred.
• The aspect of the service you are unhappy with.
• Any relevant correspondence or reference details.
• What you would consider a reasonable resolution, if you have one in mind.

You do not need to provide unrelated personal information. Please avoid including detailed medical histories, test results or other sensitive health information unless it is genuinely necessary to explain the complaint.

If you need a reasonable adjustment to help you submit a complaint, please tell us what would make the process more accessible.

What happens next?

We aim to follow the stages below. The time needed may depend on the nature of the concern, the information available and whether further clarification is necessary.

“Working days” means Monday to Friday, excluding public holidays in England. These are target times rather than a guarantee that every complaint can be resolved within the stated period.

Our response and possible outcomes

After reviewing the complaint, we will explain our understanding of the issue, the information considered and our conclusion. Where relevant, we will identify any practical action that may be taken.

Depending on the circumstances, an outcome may include:

• A clarification or further explanation.
• An acknowledgement that communication or service arrangements could have been clearer.
• Reasonable corrective action within the agreed service scope.
• A review of an appointment, fee or cancellation issue under the applicable terms.
• An explanation of why a requested outcome cannot reasonably be offered.

Any refund, fee adjustment or other financial remedy will be considered in light of the facts, the agreed terms and applicable legal rights. This policy does not remove any rights available to consumers under applicable law.

If you remain dissatisfied

If you are unhappy with our response, please reply to the complaint correspondence and explain which part of the outcome you would like us to reconsider. Where possible, include any relevant additional information or explain what you believe has not been addressed.

We will consider the points raised and, where appropriate, review the earlier response. We aim to acknowledge a request for further review within five working days and provide an update or response within 15 working days. If more time is needed, we will aim to explain why and give an updated timeframe.

If the matter concerns a statutory right or a subject that falls within the remit of an external body, you may wish to seek independent advice or contact the relevant organisation. The appropriate route depends on the nature of the issue; we do not claim membership of or affiliation with an external complaints or dispute-resolution scheme.

Confidentiality and complaint records

We use information supplied in a complaint to understand and review the issue, communicate with you and take appropriate follow-up action. Access should be limited to those who need the information for these purposes.

Complaint records may include your correspondence, relevant service information, review notes and the outcome. We retain such records only for as long as reasonably necessary for the purposes for which they are held, taking account of applicable legal requirements, legitimate business needs and the circumstances of the complaint.

We do not ask you to provide unrelated medical details as part of the complaint process. If sensitive information is genuinely relevant, please share only what is necessary.

For further information about personal information and applicable data rights, please read our Privacy Policy.

Health education and service boundaries

AJRAK LTD provides health education consultations intended to help people understand health-related terminology and general health information in response to their questions.

The service is educational in nature. It does not provide clinical assessment, diagnosis, interpretation of individual test results, prescribing or treatment planning. A complaint about these boundaries may be reviewed as a question about service description or communication, but this policy does not expand the services offered.

If you need advice about symptoms, an individual test result or treatment, please contact an appropriately qualified healthcare professional. If you believe you are experiencing a medical emergency, call 999 in the UK.

Contact AJRAK LTD

Please use the details below to submit a complaint or ask a question about this policy.