At One Day Tests, we are dedicated to providing you with exceptional, accurate, and professional service. Your feedback is invaluable to us, whether it’s suggestions for improvement, compliments on our speed and convenience, or any other positive experiences.
However, we very much understand that things may occasionally go wrong. If you encounter any issues or feel that we have made a mistake or our service could have been better, we encourage you to let us know. We have a process for handling the complaints and resolving them as soon as feasible.
Therefore, our main goal is to rectify the situation for you. Additionally, we use your feedback to continually enhance our products and services for the future.
Our ethos of service operations
We aim to build a service company that has the entire journey of your diagnostics in-house. This means that wherever possible we use our own phlebotomy clinics, our own courier services, our own laboratory and our own booking platform, among other services.
This means that we aim to take responsibility for our services as much as possible, so that your service is predictable and as of highest standard possible.
In some cases, we do rely on our trusted, third party providers that work within our service offering.
Regardless of where the service offering lies, your point of contact is always the team at One Day Tests, whereby we will deal with your query accordingly.
STEP 1 - Please get in touch with us.
Here is our "Contact us" page. This is your first point of contact
We aim to reply to your query within the same (or next) working day.
We welcome your comments and suggestions, and our team will ensure they reach the relevant departments and people in charge of processes. We also greatly appreciate hearing from you when you have had an exceptional experience with our service!
If things do not happen according to your expectations or if our service failed in our offering to you, we really do strive to resolve your complaint at the initial point of contact whenever possible, with the support of our Customer Care team. We will inform you of the estimated resolution time and always aim to respond with the outcome within 2 working days.
STEP 2 - Escalation
If our Customer Services Team are not able to resolve your complaint with you, this will be escalated to our Customer Services Management Team and we will aim to respond to you within 14 working days.
Please send you escalation complaint request to hello@onedaytests.com.
If the investigation of the complaint requires us to lease with third party services, we will advise you accordingly and will aim to resolve your complaint within 30 days.
We ask for your understanding in the matter of timescales on this, as, while we are committed to a speedy resolution of any issue, it is not always possible if third party service providers are involved.
STEP 3 - Resolution and our response.
This will be the stage for our final response to your complaint.
Please rest assured that we would have investigated your complaint fully at this stage, with internal business teams, laboratory services, couriers, phlebotomy clinics, all relevant members of staff as well as third party service providers, as required, in reaching our response to your complaint.
If you do not agree with our decision, you may seek advice from relevant agency or other bodies.