What this covers
This procedure covers two kinds of complaint:
- service complaints: about AlloScribe's service, billing, support or how we have dealt with you; and
- data protection complaints: about how we have used or protected your personal data, including how we handled a request to exercise your rights. These are handled as required by the Data (Use and Access) Act 2025.
If you are not sure which applies, send your complaint to either address below and we will route it correctly.
Service complaints
Email hello@alloscribe.com with "Complaint" in the subject line. If you are an organisation customer, you can also raise it with your usual contact or at sales@alloscribe.com.
Complaints about the accessibility of our website or app are handled in the same way. See our Accessibility statement.
Data protection complaints
Email privacy@alloscribe.com with "Data protection complaint" in the subject line. You can complain about any aspect of how we process your personal data, whether you are a user of AlloScribe, a visitor to our website or someone who has contacted us.
Your complaint will be handled by [Data Protection Officer or privacy lead: name or role].
If you are a patient and your complaint is about your health records, please read Patients first.
What to include
To help us investigate quickly, please tell us:
- your name and the best way to contact you;
- the email address on your AlloScribe account, if you have one, and your organisation if relevant;
- what happened, when, and on which device or app if relevant;
- any reference numbers, receipts or earlier correspondence; and
- what you would like us to do to put things right.
Please do not include patient information in your complaint. If we need details of a specific report to investigate, we will ask, and explain how to share them safely.
If you need help making a complaint, or need us to communicate in a different format, tell us and we will make reasonable adjustments.
Response times
| Stage | Service complaints | Data protection complaints |
|---|---|---|
| Acknowledgement | Within 5 working days | Within 30 days |
| Investigation | We look into what happened and may contact you for more information | We take appropriate steps to investigate, and keep you informed of progress |
| Full response | We aim to respond in full within 20 working days | Without undue delay, with the outcome and the reasons for it |
If a complaint is complex and we need more time, we will tell you why and when you can expect a full response.
Our response will explain what we found, what we have done or will do about it, and how to take the matter further if you are not satisfied.
If you are not satisfied
If you are not satisfied with our response, reply to it and ask for the complaint to be reviewed. It will be reviewed by [name or role of the senior person who reviews escalated complaints], who was not involved in the original response. We will acknowledge the request within 5 working days and aim to give you a final response within 20 working days.
Organisation customers may also use the dispute resolution arrangements in their contract or order form.
The Information Commissioner's Office
If your complaint is about personal data and you are not satisfied with how we have dealt with it, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
- Website: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
The ICO will usually expect you to have complained to us first and given us the chance to respond. You can still contact the ICO at any time.
Clinical safety concerns
If your concern is that AlloScribe produced an error that could affect patient safety, please report it straight away to hello@alloscribe.com with the subject "Clinical safety", and through your organisation's incident reporting process. We treat clinical safety reports as a priority, separately from the complaint timescales above.
Patients
If you are a patient, the organisation that provided your care (such as your hospital, clinic or practice) is responsible for your records and how your information is used. It is the controller, and AlloScribe processes information only on its behalf. Please raise questions or complaints about your care or your records with that organisation first.
If you contact us, we will pass your complaint to the organisation where it concerns their records, and tell you that we have done so. If your complaint is about something AlloScribe itself has done, we will handle it under this procedure.
How we use complaint information
We use the information in your complaint only to investigate and respond to it, to improve our service, and to meet our legal obligations. Our Privacy notice explains how we handle personal data and how long we keep it.