Feedback & complaints

Our Patient Services team is your first point of contact for any comments, questions, feedback, compliments or concerns about our service or the treatment you have received from us. The team also deals with all general enquiries about our policies and procedures and how we work.

To help us find your records quickly please provide us with your unique ID reference number, or alternatively, confirm your name and full address, including your postcode. If you are contacting us on behalf of someone we may need their consent to speak with you regarding certain aspects of our care or records. Should we not hold consent we may need to talk to them directly.


We are always looking for ways to improve so we welcome all feedback regarding our service, and ask that you leave any comments by emailing us at Alternatively, please call our Patient Services team on 0800 60 50 40 to discuss any feedback in more detail. If you would like to leave us a review, then please click below.

Leave an online review


As an ethical company we strive to offer the highest professional standards and we want you to be delighted. If you are disappointed, please give us the chance to put things right by getting in contact via or call 01793 642200.

Contact us

​How we will manage your enquiry

Our promise to you

When we receive an enquiry, you can expect us to do the following:

  • Listen to you thoroughly and understand how we can help you
  • Be open and honest in our response
  • Help you to find the best way of resolving any problems, or getting an answer to your question
  • Deal with your enquiry in confidence
  • Keep you updated on the progress of your enquiry and any action we intend to take
  • Communicate to you in your chosen format
  • Use information from your enquiry to improve our services

You say - we do

Your feedback is important to us and below are some examples of how what you have said has helped shape how we deliver your service.

You told us - I want my hearing aids sooner.

  • What we did - When appropriate we now post hearing aids cutting the waiting time down significantly.
  • What we did - We introduced a wider range of manufacturers addressing the issues of manufacturer supply chain problems. Getting your aids to you sooner.

You told us – I want someone else to be there with me.

  • What we did – We changed our appointment confirmation letter encouraging everyone to have someone to support them on the day of the test.
  • What we did - When appropriate and with your permission we contact the person you want there on the day, to let them know as well as you that we are on the way.

You told us – You wanted a more user-friendly rechargeable hearing aid that wasn’t as fiddly to insert?

  • What we did – We introduced a new range of custom-made rechargeable products onto our pricelist, giving a greater range of choice.