As a company, we strive to provide the best possible genetic testing service for our customers. However, we recognise that sometimes you may feel that we have not met your needs.

If you have any complaint or concern about the service you have received, you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.

We will:

• Listen to your complaint or concern;
• Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice;
• Improve the service however we can.

We hope that we can resolve your problem easily and promptly, often at the time the problem arises 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 do so as soon as possible. This will enable us to establish what happened more easily.

Please make your complaint in writing by using the Enquiry Form located on the Berkeley Genetics website. This will be directed to the Clinical Director. If you would like assistance with making your complaint, a member of staff will be able to help you complete a Complaint Form.

Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of service that you receive.

If you would prefer a family member, friend, or advocate to make the complaint on your behalf, they may do so, and Berkeley Genetics will work with them and yourself to resolve the problem. However, while we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information, we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.

Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call or email from the Clinical Director to you (or your advocate) to make sure we fully understand your complaint.

We aim to make a full response to you within the next 21 working days. During that time, we will investigate to find out what has happened and whether there is any action that can be taken to put things right. If at the end of those 21 days we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been concluded.

As a result of the investigation, we will:

• Find out what has happened and what went wrong;
• Make it possible for you to discuss the problem with those concerned, if you would like this;
• Keep you informed of our progress;
• Identify what we can do to make sure that the problem does not happen again.

We hope that, through our complaints procedure, we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our customers.

Where the complaint cannot be resolved between the parties, independent external arbitration will be sought by Berkeley Genetics.